During the Planning seminar in Retz Oke Müller of TBWA mentioned this quote when discussing how Web 2.0 is changing the marketplace. The image above has been in my head ever since.Of course, the obvious thing of Web 2.0 are cases of corporate bloopers. Company X tries to silence a blogger who dared complaining or pointing out a major error of their product. The Streisand Effect should tentatively be taught in Public Relations 101.On the other hand, my observation is that those beloved brands envied by their competition for their passionate followers are more and more becoming the prey of their users. Especially those companies that have been able to create a passionate user base. Of course I am talking about Apple here. The iPhone is a perfect example: Apple’s users DEMANDED a breakthrough piece of perfection. No less. The pressure on Apple was immense (in fact, so immense that they preferred to push back the development of Leopard). Compare Microsoft’s Zune. Who cares about the quality of that product? Who cares it sucks?Greenpeace’s Green Apple follows the same pattern. Users were informed, they cared about the issue. Anybody seen outrage on other bad performers on the list? Steve Jobs had to act.The more passionate consumers are about a brand the more they will demand.Your best consumer will be your worst enemy. The whip that pushes you forward.
