A lot of people are upset because Sidewiki allows people to comment on their site without them having control over those comments. They can say whatever they want about you, and you can’t control it.
But this is not new. People have been talking good and bad about brands for decades. It may not have been to your face, but it happened every day. At least now you can learn what people really think at almost zero cost and more importantly, address your problems.
As Marty Neumeier says:
“Your brand is not what you say it is. It’s what your customers say it is”.
It’s clear that you don’t own the conversation about your brands anymore. This is a good thing, because you never really owned the conversation anyway. At least now you know what people think of you, warts and all.
The fundamentals remain the same. Make great products that people find enjoyable and useful, build great customer service, and people will say good things about you. Make rubbish and they’ll talk trash.
[Disclaimer: I work at Google. I didn't work on Sidewiki. These are just my own thoughts.]
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