Magellan GPS’s Silence is Deafening
I wrote several blog articles on Magellan GPS. None of them were flattering based on my personal experience with them.
In?this article (written in September 2007):
Nelson Chan – Magellan GPS Navigation – Not A CEO Concerned With Branding we had 836 visits to the page and counting and 39 comments. Just do a search in Google for “Nelson Chan – Magellan GPS Navigation”.
Here is the quick Google result: http://www.google.com/search?sourceid=navclient&ie=UTF-8&rls=GGLG,GGLG:2006-18,GGLG:en&q=Nelson+Chan+%2d+Magellan+GPS+Navigation
As you can see if you put the CEOs name and company name our article comes up #1 and #2 in Google (even ahead of Magellan). That’s pretty powerful word of mouth-NEGATIVE.
So you would think that someone at Magellan would be concerned with this and reach out. Nothing. Not even a whisper. They stay silent hoping it will go away. But it won’t go away, ever.
When will companies learn that blogs are here to stay and people now have a voice. A voice that will never go away because of search engines. This article is still ranked #1 and it’s been almost a year.
Blogs can be a brand killer to a company that does not live up to their brand promise, like Magellan. Instead of remaining quite why not reach out and try to communicate with customers? If they had emailed me and asked what they could do to resolve the problem maybe I wouldn’t have continued writing on them.
If you find someone is writing about you in?a negative way reach out to them and try to resolve the issues. Comment on their blog and see what you can do to resolve the concerns.
Look at a negative review or blog post as an opportunity to win over a new friend. Don’t let your silence become deafening.
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August 25th, 2008 at 5:11 pm
I couldn’t help but laugh – I think its amazing when they don’t reply to any blog post, but one that comes up #1 in the search engines? Now that’s company that just doesn’t get it. I think people in general don’t like bad news so they try to avoid it. I tell my clients that one of the best things that can happen is to have a client complain. Obviously you’re rather they have a great experience, but sometimes that’s not possible. So rather they walk away, never come back and tell all their friends about it, you want them to come to you and complain. Then you can fix it and save a customer from leaving.
Great post to highlight this fact!
August 26th, 2008 at 5:49 pm
I agree, it would be a great opportunity but the truth is they just don’t care. Which is why I’ll never buy another product from them. Thanks for stopping by Steven!