I think, more than anything else, this trend is forced on brands by the sheer volume of conversations that are generated in/by social media. Even the best, most conversational and favourite brands/organisations – from Coke to Google to Twitter to Apple etc have their flaws. These cause different challenges for different brands eg. web centric companies generate conversations because of their ‘location’  and more is expected of them because they are digital natives; ‘offline’ brands are forced to engage and include this in their brand DNA. Since bad experiences are expressed more than good ones, ‘flawsome’ is an inevitability.

The excellent opportunity in this, if brands get the communication right, is to not just being able to involve consumers in correcting the flaws, but in also evolving a league of customers who will actively speak for the brand, because of a sense of ownership they can be made to develop. The other opportunity is to target better and build a set of consumers who can identify with the brands’s attitude and philosophy. This would not just have an effect on communication, but also on vision and processes across the board – product design, customer care, hiring and so on. ‘One size fits no one’ is something that brands could take more seriously now.

As a brand marketer, and one who is active on social media, I’d love the freedom to say ‘Damn, that was a #fail. But hey, we tried”

until next time, winsome brands