Power of An Update: How Nikon Got Into a Crisis & Averted It

Nikon - Crisis ManagementWhen running a community on Facebook, there’s a great reason to be careful while posting updates. We all know that conversations on social media can be seen and read anywhere, which leaves a lot of room for interpretations. Therefore, a single wall post (comments, pictures, updates) can be understood in many ways and can have some serious consequences for your brand.

For Nikon, a well-meaning Facebook update was greatly misunderstood by a large number of fans. Having heard about several brand crises, which involved product issues (such as Greenpeace versus Nestlé case), service flaws, employee behavior, I felt that the crisis faced by Nikon makes brands even more vulnerable in the social media paradigm. With the camera manufacturer Nikon, we saw that word actually travels fast in social media and can provoke both positive and negative sentiments even for well-known brands with great products.

1 update – 3,000 comments
On September 28th, Nikon posted the following update on their Facebook page which at the moment has 846,879 fans: “A photographer is only as good as the equipment he uses, and a good lens is essential to taking good pictures! Do any of our facebook fans use any of the NIKKOR lenses? Which is your favorite and what types of situations do you use it for?”

18 hours after the post was published, a bit more than 3,000 comments were made. Most of the comments from the fans expressed negative feelings towards Nikon, since they felt the brand was implying that a photographer is only as good as his equipment. A few comments defended Nikon, though, and some might say that the offended users were overreacting.

What did it mean for Nikon?
Personally, I feel that the angry Nikon fans might be taken the update too literally, but on the other hand it’s definitely an unfortunate post by the company. I’m sure that Nikon was very surprised by how fast one update can turn into a crisis, and in such a situation it’s crucial for a brand to know what to do.

How the crisis was averted
Nikon’s way of trying to solve the situation was by making a new update on their page. Nikon wrote as follows:

Nikon

Think twice before posting
As mentioned, this kind of example is a good case when illustrating how fast things can fall apart. One wrong comment and your fan base might turn their back on you. This is something that definitely shows the power of social media! However, even though social media makes brands far more vulnerable, it’s not something that should hold these back from opening up towards customers. Rather, it’s a matter of having a strategy and thinking twice before posting.

Having a social strategy and developing a plan for all social media activities is of vital importance. Spending time on formulating updates for the Facebook page and having an entire social media team approve these, is something that can help you avoid posting updates that can be misunderstood within your community. Naturally, this takes time, but having several employees go through the update and making sure that everything is correct helps omit any mistakes.

Dealing with a crisis
In relation to dealing with the offended fans, Nikon’s solution of writing an honest apology in a new status update was good and simple. It took some time for the brand to act, but they did. They apologized to their ‘friends’ and it seemed sincere. Most comments to this update included acceptance from the fans, and it therefore prevented the situation from turning into some serious consequences for the brand. However, that could most likely have been the case, and this only emphasizes how important it is for brands to have a strategy with includes thoughts on crisis management.

Therefore, from this case of Nikon, there are some important elements to remember, if having to deal with either a small or greater crisis in social media:

  • Be serious and take action: Since updates spread fast from one platform to another, it’s important to take the impact of social media seriously. Take action right away and deal with the situation fast in order to avoid it from getting out of control.
  • Be human and honest: Having made a mistake, it’s crucial to admit it. We all make mistakes, so being human and honest about it as in the case of Nikon will get you far. Take on the responsibility and engage in dialogue about the situation rather than being in denial.
  • Have a plan: In social media, it’s important to think ahead. Have a plan that defines your social media presence, and assign the task of crisis management to a specific individual or team, so that you’re prepared.
  • Define your work process: Running a community, it’s important for the employees involved to know what tasks are assigned to each person. In order to avoid any mistakes and unclear updates you should have several people approve your content. And always think twice before you post!

What do you think about this case of Nikon? Were the users overreacting, and how would you deal with the situation?

Get Ready for the Bots – on Facebook Messenger

2Facebook Messenger was released 5 years ago and now has over 900 million users. Originally receiving a flood of negativity towards a standalone messaging app, compared to one simple Facebook app, users seem to be warming to it. The decision to make it standalone does make a lot of sense, since messaging is a big part of people’s lives nowadays and Facebook even bought the domain messenger.com to launch a version for web browsers last year. Their 900 million users will more than likely be merged with Whatsapp’s 1 billion users, which means that Facebook will have the personal phone number of every single user – sounds like $19 billion well spent.

 

Open for Business

So that’s humans covered. Where to go next? Facebook is now venturing into their next Messenger-based project: bots. If you haven’t been keeping up, Facebook launched Messenger Platform last month, which holds within it, chatterbots. Luckily, these bots are not machine learning bots, such as the disaster that was Microsoft’s Tay. They do have some humorous replies if provoked but they ultimately steer the conversation back to the subject they’re designed to cater for. Thanks to their highly advanced Send/Receive API, these bots are able to reply with actual structured messages, including links, images, hotel reservations, the weather etc. You may immediately compare this to Apple Siri, Microsoft Cortana, Google Now and Amazon Echo, but what sets bots on Messenger apart is the fact that businesses can develop them, which in turn gives them another way to develop customer service. Simply put, bots could end up changing the world by replacing humans in such job sectors. Without the bespoke customer service integration that Messenger bots provide, the above voice-activated services will most likely not be able to solve business-related queries themselves. Having said that, the way bots behave is very reminiscent of the way Siri does. Maybe they’ll talk to each other one day and we’ll get the best of both.

 

Customer Service and Added Value

So how can these bots work for brands? Well, eventually, every major company in the world will have an account, which will be a first port of call when contacting their company. The reason this is almost definite is due to Facebook’s already-mammoth-sized network of users. It doesn’t get any bigger than Facebook when advertising to individual people, so connecting Messenger bots (as customer sales reps, for example) is extremely attractive. Messenger codes, one of many things taken from Snapchat, will also make it easier for businesses to connect with their customers. One industry example is how bots will almost certainly change how banking works for the consumer, replacing an app or web-based system with a dialogue with a machine that is able to understand your every need. The option to send money within Messenger itself is highly likely too, like Snapchat allows. This could also eliminate the hassle of speaking to a bank’s voice recognition system when calling by telephone – no more time (and money) wasted by the dreaded “I didn’t catch that. Please try again.” These voice recognition systems are essentially bots done badly, but they’re based on voice, which is a lot more difficult to translate into zeros and ones. Plus, you cannot autocorrect your voice (yet). I can see this whole system being replaced by bots – it could even connect you to a human advisor with ease, as you’re most likely already using your phone. Even if you’re using the desktop version or Facebook Chat, I’m sure they’ll figure something out. Besides banks, what other markets will benefit from this? Restaurants, travel and possibly supermarkets with online shopping services are big industries for it to thrive. The healthcare industry could also be a large portion – Healthtap have already created their bot, which isn’t surprising considering one of the first ever chatterbots was called DOCTOR and simulated a psychotherapist. In fact, the potential amount of markets are endless for this stream of interaction – just like it is with human customer service.

 

At the end of the day, customers are moving towards messaging as their preferred choice of customer service. And as generations progress, it will no doubt become the standard – a phone call will most likely be reserved for long, meaningful conversations with friends and family, which in turn will add even more meaning to them. The phone call will no longer be taken for granted, but talking to robots will be.