It looks like all’s well for Adrian Melrose that ends well. Adrian’s the blogger who’s been waging war on Land Rover.
In a post this morning on his war blog, Adrian says that he struck a deal with Land Rover yesterday on a replacement Discovery.
While the main point in all this – Adrian’s desire for a working vehicle – has now been resolved, it does leave open a number of extremely interesting issues from the overall communication and customer relationship points of view.
For instance, the role blogs can play in forcing a poor customer service issue into the public eye. How some others see what you’re doing and raise an equally-interesting argument that this is nothing more than citizen journalism blackmail. Or what if an individual or group uses blogs as part of a non-legitimate campaign of attack on an organization’s reputation.
Then there’s the very interesting point in Adrian’s post today that raises the idea of converting his anti-Land Rover blog into a platform for open discussion about Land Rover products, and involving Land Rover the company.
Now there’s a great opportunity for Land Rover to enter into a direct and open conversation with their customers. It could be a rocky ride to start with, but what an opportunity if they grasp it. If Adrian falls totally in love with his replacement Discovery, you have the beginnings of a true customer evangelist who has a blog.
Great discussion points.
Links: waging war on Land Rover
Neville Hobson is the author of the popular NevilleHobson.com blog which focuses on business communication and technology.
Neville is currentlly the VP of New Marketing at Crayon. Visit Neville Hobson’s blog: NevilleHobson.com.
