|This post comes from a series of observations which seem to indicate a movement towards one-on-one, more personalized Web experiences that may not be consumed as intended by your customers and new audiences. We've seen it first-hand|
monitoring marketing campaigns running on Facebook and/or Twitter, which were meant to draw in crowds, new or loyal, young and old, to witness a brands online experience, having the opposite effect than was originally intended.
How does this happen? We've caught feedback rumblings of nagging login screens when trying to view fan/contest/event announcement pages, buggy interfaces, and/or pages which aren't loading content properly due to UI changes, or device/software limitations. Is this a campaign execution issue, or are we witnessing a chink in the business models of social media platforms, who may themselves be unsure, unsettled or divided on how to monetize their site and what they eventually want to be when they grow up?
Whatever the reasons, the result can be one that makes a shambles of your best laid plans, as everything may appear to be humming along nicely on the 3rd-party platforms, and on the screens and apps of in-house staff and managers, but are not producing anywhere near the kind of joyous and supportive bridge crossing experience for new audiences, whose first impressions of the company's online endeavours is one associated to annoying, frustrating and temperamental experiences.
This traverses to brand risks as well, which we touched on with our post on reputation blind spots. In another example, we've fielded concerned calls regarding botched plans which missed key elements of damaging and well orchestrated smear campaigns because their choice of road warrior device, used to keep a pulse on social media developments, was found unexpectedly, to be ill-equipped in loading the "full Web" experience needed to do their job properly.
We may have arrived at a point where the familiarity of a well-pitched software and/or tool, with their numerous conveniences and promises of greatness, have instead distorted our view of an online social reality that's taken us several steps back, to an era of software incompatibility, walled gardens, and an online bandwagon riding experience that may be well-lauded by cliques, peers and friends, but is exclusive and leaves passerby's and new business prospects feeling underwhelmed.
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