What is your company does something wrong and people spread all over Facebook, Twitter, Youtube and newspaper?
What if you never take action or slow in taking action to your social media disaster?
This is what happened to KFC Malaysia recently. If you don't know what happen, watch the youtube video below.
The reason KFC Malaysia gave is they need time to investigate the incident before apologize. But one thing they don’t know is – the world changed. This is 21st century, a well connected world. Once your company bad message spread, it spreads all over the world, at least all over your country. As you can see what happen to KFC fan pages, some boycott-KFC pages and some funny photos.
The guy who gets hit is a victim and he acted faster than KFC did. That’s why he has a lot of supporters. Moreover, KFC is a big brand; a lot of people would like to take this opportunity to show how a big brand bullies small people. Some of them share the mistakes that KFC did before in this incident.
KFC did uploaded a video (Alan Au, Deputy President of KFC) to talk about the issue, but they still don’t want to apologize. And it is uploaded after one week of the incident. Apologize makes angry people calm down, KFC!!! The video below.
I think they should learn from Dell in handling social media disaster.
Social media marketing does mean variety. There are many ways to engage your fans on Facebook. One of the strategy that I like to use is drawing or art! It does engage my customer's (our company manages social media marketing campaign for them) customers.
Need help in doing internet marketing in Malaysia, why not contact us at 017 24 30 307 (Kent) or via contact form
Let's watch two videos below first and see which you can remember the most!
So, which you can remember the most? I believe you would pick the first one (a deaf and mute girl who learns to play the violin against all odds). But why?
Here is why:
1) Emotions You can have a lot of facts and still fail to sell to your customers. The problem is not the fact, but it is the emotional impact of that information. As Seth Godin says about emotional connection.
Accordingly to Martin Lindstrom, 80% people buy products or services because of emotions. Currently, emotion is a powerful driver of consumer behaviour.
We buy big cars because they make us feel confident. We buy big branded products because they make us feel different. The Pantene commercial (the girl plays violin) has great emotion connection with us.
And without emotion, we are not able to remember a lot of things. Amygdala (please refer to the image below) is part of our brain that in charge of all kinds of emotions. Fear, happy, sad, etc. Without amygdale, we can't remember something for long time. Ask yourself, what are the things that you remember the most? Happy moments with your loved ones, fight with your friends, win lottery or scolded by your boss? Those are emotional memories. Storytelling is the best strategy in order to connect an idea with an emotion.
2) Storytelling
As Robert McKee says, the best way to unite an idea with an emotion is by using storytelling.
The reason why our brains love stories is stories engage all parts of the brain, according to Dr. Daniel Siegel, a neuropsychiatrist. Stories engage both left and right hemispheres. The right side is the site of autobiographic memory, symbolic, intuitive and imaginative truth links with the left hemisphere which is the site of logic, facts, words and language and math and science. This linkage, in turn, promotes more sophisticated and complex brain functioning.
The conclusion is, if you are marketers, regardless online or offline, you need to create something very emotional by using storytelling to make sure people remember your products or services.
Need help in doing internet marketing in Malaysia, why not contact us at 017 24 30 307 (Kent) or via contact form
