Back in December, I wrote a blog post detailing my frustration with Omniture for charging clients to access their expanded video library called Enterprise TV.
Although I felt as if I had laid out a well thought out argument, many at Omniture felt differently. They felt personally attacked. They felt as if I was taking cheap shots at them. From friends on the inside, I heard stories of horrible things that were being said about me. There were threats of removing me from the Omniture Advisory Board. There were calls placed to my employer. So I took down my blog. That is when all hell broke loose. The community began to attack Omniture for their behavior. It got ugly, really quick, with it culminating in the creation a Hitler spoof video, from an unknown member of the community, insinuating that Omniture was trying to silence a vocal critic.
We had reached a fork in the road. The management team at Omniture could have chosen to simply ignore this event or they could use it as a learning opportunity. They choose the later. A few weeks after this incident went down, I received a call from Omniture and was extended an invitation to speak to a large group of marketing managers from Adobe about the experience and my views on how corporations can use social media to better listen and respond to their communities.
Unbeknownst to me, Omniture was also using this event as an opportunity to train key employees so that if there were ever a similar event in the future, they would be better prepared to handle it.
Fast forward 8 months. Another pretty serious issue between myself and Omniture. I went to Twitter and threatened to expose them in a blog post but this time was different. They didn’t overreact, they didn’t take it as a personal attack, they didn’t throw gasoline on the fire. Several people reached out to me, asking how they could help resolve the issue. They didn’t promise they would have the answers but they did promise to get the right people involved who did.
I was amazed, the reaction and the way things unfolded were complete opposite of what happened back in December. After talking with several people, I was connected with someone who could help address my issue and we sat down and had a professional conversation to address my concerns.
A huge company like Adobe could have simply written off what happened back in December, they could have taken the stance that they are a huge multinational company and I’m just one little blogger, with about 10 people who read by blog, and continue on with the status quo. But they didn’t, they actually took the time to learn from this ugly moment in time and to train their employees to be better able to address similar issues that were sure to come up via a social channel at some point in the future.
Bravo Omniture & Adobe for actually listening and for taking the initiative to learn and grow from this experience. I am impressed.