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Fred Jacobs is President of Jacobs Media, a media research and consulting firm. Jacobs Media clients have included CBS Radio, Premiere Radio Networks, Citadel, Greater Media, MTV Networks, Playboy, Amazon, Electronic Arts, NPR, Sylvan Learning Centers, and Taubman Malls. Learn more about the company here.


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August 2011

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Jeff Schmidt

Good points Fred - The AOL incident is also great illustration of how fast information about companies now flows.

Can you imagine even 5 years ago a customer service issue like this making NETWORK TV? (the fact that it didn't even NEED network TV to spread is another issue)

How will people now percieve AOLs certianly expensive "Branding" efforts with TV commercials that depcit a HUGE staff of people "working for you"? BULLS*&^!

At the very least Millions $$ in ad production costs and ad time wasted because of ONE incident of poor customer interaction.

Fred Jacobs

Jeff, thanks for the comment. It reminds me of that PowerPoint that made the rounds a few years ago - "Yours Is A Bad Hotel" - put together by a couple of business travelers who got the shaft at a Doubletree in Houston. Who knows how many millions of people received it, watched it, and of course, never would consider that hotel again. It doesn't take much to screw up an image, especially given the hyper-speed of the Internet. Bad news indeed travels fast.

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