SOCIAL LISTENING

1. 1.    What brand did you select? What are people saying about the company, brand or a product? What interested you about this brand or product?

   I picked GoPro. Based on their Facebook comments, people are not happy about their products or program. The reason I picked it is that I also had bad experience with them.

   2.    What is the company/brand's Value Proposition?

   The company's value proposition is focused on delivering professional quality images for on-the-go adventure takers in a way no other camera can.

   3.    What are THREE specific things (good and/or bad) people are saying? Include the comments on your post. Next, comment on those social media comments.  Include screenshots of the social media examples in your blog post.

   Worst program, losing content and poor customer service.

   
   
   
   
   
   
   
   
   
   

    

   4.    Be sure you explain what products/services/messages this company/organization is trying to sell or promote on its social media channels and elsewhere. 

   Gopro posted lots of cool photos to show people what their cameras can do.

   
   
   
   
   
   

    

    

    

   5.    What aspects relate to marketing, and the company's marketing efforts?  For example, are they trying to do something remarkable? Are they using storytelling? Are they using social media best practices? Think about the kinds of things we've talked about in class or that you've read in the textbook. Cite examples. What's the marketing challenge facing the brand? (Are they trying to engage customers? Expand sales? Build brand recognition?) Are they succeeding in what they are trying to accomplish? These should be the main focus of your blog post! 

   Most of their posts are related to some cool pictures or videos of some cool activities and they are trying to show people only by using their products, you can get the same wonderful moments saved. Each picture or video will come with one small story. They are trying to build brand recognition by showing all these cool videos of all different activities, which may lead people to always thinking about GoPro when they plan to do some cool activities and I believe that they succeed. Before I bought my GoPro, I never bought any action camera but always hear or watch GoPro logo or their names on these fancy pictures or videos. Even on their Facebook, we can find lots of first buyers. Even they always complain about their service or program, they still buy it. Because we do not know another brand.

    

    

   6.    How did the company/group respond to customers? Did they respond? Should they have responded? Was this a good decision for the company/organization? Why or why not?

   They do not respond to customers on their Facebook. I think they should reply some and take actions on some issues instead of ignoring it. Because ignoring customer’s problem, customers will leave this brand. If there is another choice, people are going to try.

    

    

   7.    If you were the brand manager, how would you respond to customers? Be specific, and don't just agree with what the company did! 

   For the first comment, I will reply that we will try our best to improve our program and make it easier for customers to use. Thank you for your advice.

   For the second one, I will reply that we can ask our technical support team to work with you and try to solve your issues. We are really sorry for the troubles that we may bring you.

   For the last one, I will reply that we are sorry for what you been through and we will have our team to contact you and try to solve your issues.

    

   8.    What did you learn from this assignment?

   Keep good rating or comments on social media is not easy. It is a good place to find our programs and try to solve it.