Yesterday I was complaining about my Firefox. See, Firefox was failing to keep my cookies and forcing me to re-sign in to all me accounts. Not a HUGE problem but annoying enough to make me a little upset. I posted my disdain on my twitter feed and let my anger subside.
A few hours later I received a reply from a team member at the Firefox team telling me what I needed to do to fix my cookie problem. Sure enough I used the tip that was suggested and my Firefox problem has been solved.
Of course I am happy to see my problem fixed, but I think the twitter help is an excellent example of my mantra “turning action into voice.” By providing help in a public forum Firefox is actually helping promote their brand and create brand equity.
I am a loyal Firefox user, I think Firefox is worried about losing some of us market share to newer more tech savvy browsers. Using the tools that Firefox’s users use is a good way to remain top of mind with its user base. I think other companies can benefit from Mozilla’s example.
Imagine if Kodak began looking at people’s Flickr accounts and telling them how best to print their digital photos or what they could do to improve the shot. What if your local grocer started tweeting you specials that could help you prepare dinner tonight? The idea is this: find the best way to get your message out there and keep putting it out.
Do you have any other examples of companies trying to reach you with a solution before you reached them with a problem? Do you think that combining customer support and marketing is a good idea? Let me know.
