How can The Grove recover from its Facebook debacle?


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Ryan Stemkoski posted The Grove in Cheney WA – The Downside to Facebook Fan Pages for Businesses where he found that the student accommodation business called The Grove had a Facebook Page, and so did all the tenants.

He asks: What does it say to a prospective tenant when the group against living somewhere has 900% more fans than the group supporting it?

The Grove has a massive opportunity to publicly recover by first sitting down as a team and aligning all their customer touch points including maintenance and “service design” and then involving the Facebook “enemies” in a reconstruction of their service and reputation. The most amazing thing is that those current critics would probably love to help to build The Grove into a great place to stay, AND they’ll tell their friends.

What do you think? Can The Grove recover and what’s the clearest and most practical strategy for such a business?

Walter Adamson @g2m

Walter Adamson
I help firms create optimal customer experiences by integrating social data, teams & processes with enterprise systems. The much vaunted 360-view of the customer can be a bottomless pit without a clear data strategy. I help you deliver a greatly improved customer experience starting with a "45-degree" view of the customer, fully utilising social data analytics. I clarify your objectives and what data you need to service them, and guide you to operationalise "social at scale" to consistently deliver valuable customer experience at every social touch point.


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