Who can you trust these days? In an era of ‘fake news’ and everyone’s opinions masquerading as facts, it’s a relevant question. I just read a great Fast Company article on the dodgy world of mattress-recommendation sites and it made me think
Month: October 2017
Bad boys? Dove and the problem with reputation
The recent furore over Dove’s Facebook ad – where a black woman ‘changes’ to a white, then Asian one as she removes her t-shirt – appears to be a result of a thoroughly misinformed piece of decision-making.
Dove’s subsequent ‘apology’, claiming that they had ‘missed the mark’ struck many as less then wholehearted, apparently compounding the initial error.
However, as commentator Richard J Hillgrove suggests in Drum, this could just be part of a cynical strategy
“Customer Experience Day? That means eff-all to me!”
Did you have a good CX Day? You didn’t realise it was happening? Strange! I thought it was up there with Pancake Day, Mothers’ Day, Fathers’ Day and the Eurovision Song Contest as a red-letter day in anyone’s calendar. Well, maybe I’m exaggerating a touch, but the reaction – quoted verbatim above – when I mentioned to someone that it was, indeed, Customer Experience Day proved to me not that there had been a failure of publicity, but that the day itself possibly didn’t have much point if you’re not a CX specialist. Which made me realise that we can get far too obsessed with customer experience itself and lose the point of why it’s important.