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By now, I am really hoping you are a believer in the power of social media. But in case you aren’t, take a look at NBC’s coverage of the Olympic Games.
NBC has certainly had their hands full in the customer service department, as many of their broadcasting decisions have been roundly thumped in the public arena. “Meanwhile, the Twitter hashtag #NBCfail has become popular with thousands of unhappy American sports fans, who use the account to criticize NBC’s coverage of the Games,” notes a post from Boston.com. “Some have denounced NBC’s editing of the opening ceremony because the network omitted a tribute to the victims of the 2005 terrorist attacks in London, but most of the anger was roused by the decision not to show major events on live television because of the time difference between the United States and Great Britain.”
The Denver Post cites the “presence of Ryan Seacrest” as a point of major contention, and even said he “has become the poster child for NBC’s failures. Throughout the weekend, two of the hottest hash tags on Twitter were #nbcfails and #ryanseacrestucangonow.”
Perhaps more puzzling is NBC’s responses to these issues. Instead of looking to remedy the situation, it appears as though they are looking to pick a fight.
The Huffington Post highlights an exchange between a Time Magazine TV critic and an NBC exec.
“James Poniewozik, Time magazine TV critic, tweeted that ‘NBC tape delay coverage is like the airlines: its interest is in giving you the least satisfactory service you will still come back for.’
That drew a quick response from NBC’s Bell: ‘You do know that all sports events are being streamed live right?’
The same Boston.com article describes another head-scratching move by an NBC big-wig.
“…The network’s recently hired chief digital officer, Vivian Schiller, irked many Twitter users when she retweeted a message from CNN producer Jonathan Wald that seemed critical of those who complained about NBC’s coverage. ‘The medal for most Olympic whining goes to everyone complaining about what happens every 4 yrs., tape delay,’ the message said.
Schiller, who did not return a request for comment, later deleted the message from her
Twitter account, but not before it spawned a flood of angry responses.”
If a customer service rep at any other company heard consumer complaints and then proceeded to antagonize said customer, would you do business with them again?
NBC should be counting their blessings as a network that has lost money on the Olympics in the past. While early reports are indicating NBC will actually make a profit from this, they are not making any friends.
The network has had a serious image (and fiscal) dilemma in recent years, and their clear misunderstanding of social media only furthers them from the public acceptance they so desperately crave.
Follow Grow Socially on Twitter for more gold medal-winning social media news.
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