Abstract
“Brands are delicate things, but social tools exist not only to hear bad news but to engage even that part of the crowd which has made it clear you have tripped up — maybe, especially that niche.”
This quote essentially summarizes how Johnson & Johnson should have reacted to the situation and its target market. Brands are delicate things indeed, significant amounts of funds are invested in creating and building brands and it does not take much to wreak havoc on your brand image.
Media tools such as social networking sites Twitter and Facebook can be used by firms as a means of communication with their target market. Consumers can express their discontent through such social tools and news travels rather quickly on these media. Similarly, firms can also use this to their advantage.
Tags: Motrin Mommy's Headache, social media power, building brand image
