Backlash: When Former Fans Fight Back
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Transcript of Backlash: When Former Fans Fight Back
BacklashWhen Former Fans Fight Back
The Original Backlash
Soft drink market stagnated and Pepsi was gaining market share
Coca Cola Co. launched “New Coke” on April 23, 1985
Backlash – 400,000 calls and letters
It (Only) Took 79 Days
Brought back original formula as “Coca-Cola Classic” on July 11, 1985
New Coke Rebranded “Coca-Cola II” in 1992
Coca-Cola II discontinued in 2002
What has Changed
What Hasn’t Changed Organizations still aren’t
that smart People still have strong
affinity for their favorites Taking people by surprise
remains risky
What Has Changed Ease of feedback –
Tweets, posts and e-mails
Ease of sharing feedback from others
Speed – What used to take months now takes days
Recent Examples of Backlash
Netflix restructuring hikes pricesBank of America plans $5 ATM feeCongress considers Stop Online Piracy
ActVerizon plans $2 convenience feeSusan G. Komen for the Cure
announces new funding criteria
Common Reaction:
They had to know this wasn’t going to go well.
Unknowns Can Be Tricky
Typical Backlash Lifecycle
Step 1: ActionStep 2: DiscoveryStep 3: Early media involvementStep 4: Outrage and disbeliefStep 5: DemandsStep 6: Acquiescence/ApologyStep 7: Lingering disgust
Typical Backlash LifecycleIn
tens
ity
Step 1: Action
Step 2: Discovery
Step 3: Early media involvement
Step 4: Outrage and disbelief
Step 5: Demands
Step 6: Acquiescence/Apology
Step 7: Lingering disgust
1 23
4
56
7
Time
Bank of America Situation
A DigitalMR analysis found that Bank of America receives 1/3 of all the negative comments online about US banks
A change.org petition gathered 300,000 signatures
An estimated 846,000 consumers switched banks in reaction to the bank fee controversy
Nonetheless, Bank of America announced fee increases for new accounts in March 2012
Komen Situation
More than 100,000 tweets were sent in regard to Komen during the controversy
They were dominated by critics of the move.
Just three of the top 28 hashtags support Komen's move.
Source: The Signal using a new tool called "influencers" created by the Yahoo! Labs Content Science team
Source: The Signal using a new tool called "influencers" created by the Yahoo! Labs Content Science team
Analysis of Twitter Impact
Influencers are Twitter users who tweet a lot on a particular topic, are retweeted and have a big following
In this controversy, influencers were a combination of official organization Twitter accounts, journalists and unaffiliated tweeters
This was initially top-down, then became a broad-based push in last two days
Pro-life groups never gained traction, with just one influencer on the list
Source: The Signal using a new tool called "influencers" created by the Yahoo! Labs Content Science team
Influencers During Controversy
Feb 01, 2012: Ppact Planned Parenthood IPPF_WHR Planned Parenthood Rtraister New York Times journalist NPRHealth NPR Health HuffingtonPost Huffington Post David_Feldman Comedian Nancyfranklin New Yorker journalist Marikatogo Moveon.org
Feb 02, 2012:• US_JUST Activist group• JessGrose Slate journalist• Dcdebbie Unaffiliated• Shannynmoore Unaffiliated• Ezraklein Washington Post journalist• Slate Slate• edstetzer President of Lifeway• taradublinrocks Unaffiliated• JessicaPhD08 Washington Post journalist
Feb 03, 2012:• Dailykos Daily Kos• HuffingtonPost Huffington Post• Ppact Planned Parenthood• BreakingNews BreakingNews.com• ProducerMatthew Reuters journalist• Iowahawkblog Unaffiliated• Someecards Some E Card (
card mocking Komen)• jayrosen_nyu Unaffiliated• Julieklausner Unaffiliated
Source: The Signal using a new tool called "influencers" created by the Yahoo! Labs Content Science team
Results of Backlash
Before After
Netflix restructuring hikes price DVD spinoff killed
Bank of America plans $5 ATM fee Fee pulled
Congress considers Stop Online Piracy Act
Legislation pulled
Verizon plans $2 convenience fee Fee pulled
Susan G. Komen for the Cure severs ties with Planned Parenthood
Funding restored
Fact Check:
The vast majority pays little attention
About 40% Tuned In
Pew Weekly News Interest Index Poll, Feb 5, 2012:
As I read a list of some stories covered by news organizations this past week, please tell me if you happened to follow each news story...A controversy over whether the Susan G. Komen breast cancer charity would cut funding to Planned Parenthood. 20% Very closely 20% Fairly closely 22% Not too closely 36% Not at all closely 2% Don't know/Refused
http://www.people-press.org/question-search/?qid=1804572&pid=51&ccid=51#top
9 in 10 Said Other Stories Bigger
Elections; 23%
Economy; 18%
Komen; 11%
Super Bowl;
15%
Afghanistan; 6%Facebook; 2%
Other; 8%
Refused;
17%
Very Similar Data for Netflix
Pew Weekly News Interest Index Poll, Sept. 25, 2011 - How much if anything, have you heard about Netflix announcing that it will divide into separate businesses for DVD rentals and streaming video… 20% A lot 32% A little 47% Nothing at all 1% Don't know/Refused
Younger, Affluent More Aware
0% 5% 10% 15% 20% 25% 30%
30%
14%
28%
9% Age 50+
< Age 50
HHI < $50K
HHI $50K+
Similar Moves Without Backlash
Hotels raked in $1.8 billion in fees in 2011
Airlines assess fees totaling $5.7 billion annually
Ticketmaster assesses fees of up to 25% on tickets
TSA steps up security searcheseBay introduced a 9% fee on shipping
DNA of a Backlash
Prior sense of ownershipSurpriseLack of understood/accepted rationaleShared outrageSlow and/or ineffective response