Comments on: eMusic and Sony – The Fiasco – Where Is Their Community Manager? http://www.pampelmoose.com/2009/06/emusic-and-sony-the-fiasco-where-is-their-community-manager music . media . web. culture Wed, 18 Jan 2012 02:16:05 -0600 http://wordpress.org/?v=2.8.4 hourly 1 By: Jannich http://www.pampelmoose.com/2009/06/emusic-and-sony-the-fiasco-where-is-their-community-manager/comment-page-1#comment-173681 Jannich Tue, 03 May 2011 16:42:18 +0000 http://www.pampelmoose.com/?p=2305#comment-173681 I think that Sony needs to get their ass together, if they desire to maintain their customers ! I think that Sony needs to get their ass together, if they desire to maintain their customers !

]]> By: How To Mismanage Your Community The EMusic Way | Bailey WorkPlay :: Marketing & Customer Experience http://www.pampelmoose.com/2009/06/emusic-and-sony-the-fiasco-where-is-their-community-manager/comment-page-1#comment-167673 How To Mismanage Your Community The EMusic Way | Bailey WorkPlay :: Marketing & Customer Experience Sun, 12 Dec 2010 02:50:20 +0000 http://www.pampelmoose.com/?p=2305#comment-167673 [...] If eMusic really understood the importance of a positive, thriving community, they’d realize that talking with their members – even if they are pissed off members – would help. It would also be a good idea to hire a community manager immediately who knew how to communicate openly with people, listen with empathy, and calm tensions by providing needed information (on the other hand, the lack of a true community manager and the impact on eMusic’s member satisfaction isn’...). [...] [...] If eMusic really understood the importance of a positive, thriving community, they’d realize that talking with their members – even if they are pissed off members – would help. It would also be a good idea to hire a community manager immediately who knew how to communicate openly with people, listen with empathy, and calm tensions by providing needed information (on the other hand, the lack of a true community manager and the impact on eMusic’s member satisfaction isn’…). [...]

]]> By: Peter O'Malley http://www.pampelmoose.com/2009/06/emusic-and-sony-the-fiasco-where-is-their-community-manager/comment-page-1#comment-147672 Peter O'Malley Mon, 29 Jun 2009 09:38:41 +0000 http://www.pampelmoose.com/?p=2305#comment-147672 I too am a victim. I joined because of the classical music selection but had second thoughts after the service was changed to one much less attractive ( a rip off-compared to what it was). Now I can't get in at all and so I can't even cancel. They're "service" line (lol here) promises an answer in 2 days. Nothing like good enough. Here in Australia the US has a reputation as rip off artists. I seem to have been caught in another US scam. I too am a victim. I joined because of the classical music selection but had second thoughts after the service was changed to one much less attractive ( a rip off-compared to what it was). Now I can’t get in at all and so I can’t even cancel. They’re “service” line (lol here) promises an answer in 2 days. Nothing like good enough. Here in Australia the US has a reputation as rip off artists. I seem to have been caught in another US scam.

]]> By: Music News Around the Web | pampelmoose Dave Allen of Gang of Four's Music and Media Blog http://www.pampelmoose.com/2009/06/emusic-and-sony-the-fiasco-where-is-their-community-manager/comment-page-1#comment-146343 Music News Around the Web | pampelmoose Dave Allen of Gang of Four's Music and Media Blog Fri, 19 Jun 2009 17:38:01 +0000 http://www.pampelmoose.com/?p=2305#comment-146343 [...] Dave Allen: So now eMusic’s CEO is blaming the indie labels for the price increase. This guy&#... [...] [...] Dave Allen: So now eMusic’s CEO is blaming the indie labels for the price increase. This guy&#… [...]

]]> By: Dave Allen http://www.pampelmoose.com/2009/06/emusic-and-sony-the-fiasco-where-is-their-community-manager/comment-page-1#comment-146147 Dave Allen Tue, 16 Jun 2009 19:12:30 +0000 http://www.pampelmoose.com/?p=2305#comment-146147 So now eMusic's CEO is blaming the indie labels for the price increase. This guy's PR tactics are rather stunning - <a href="http://bit.ly/jNvrq" rel="nofollow">story here</a>. So now eMusic’s CEO is blaming the indie labels for the price increase. This guy’s PR tactics are rather stunning – story here.

]]> By: Joseph http://www.pampelmoose.com/2009/06/emusic-and-sony-the-fiasco-where-is-their-community-manager/comment-page-1#comment-144982 Joseph Thu, 04 Jun 2009 05:52:37 +0000 http://www.pampelmoose.com/?p=2305#comment-144982 emusic has begun censoring and removing comments to the ever-growing list of subscriber discontent. In particular, they scrubbed references to the twitter tag #emusicfail that were previously posted in the (800+ and growing) comments section: http://17dots.com/2009/05/31/more-of-the-good-stuff/#comment-94860 The #emusicfail tag idea and the potential of this taking legs to twitter (and beyond their control) appears to frighten them enough to simply start suppressing the mere mention of it. So perhaps to twitter it should go. Getting caught censoring the comments that they themselves solicited seems like yet another big mis-step in community management of their formerly loyal subscriber base. emusic has begun censoring and removing comments to the ever-growing list of subscriber discontent. In particular, they scrubbed references to the twitter tag #emusicfail that were previously posted in the (800+ and growing) comments section:

http://17dots.com/2009/05/31/more-of-the-good-stuff/#comment-94860

The #emusicfail tag idea and the potential of this taking legs to twitter (and beyond their control) appears to frighten them enough to simply start suppressing the mere mention of it. So perhaps to twitter it should go.

Getting caught censoring the comments that they themselves solicited seems like yet another big mis-step in community management of their formerly loyal subscriber base.

]]> By: Zach http://www.pampelmoose.com/2009/06/emusic-and-sony-the-fiasco-where-is-their-community-manager/comment-page-1#comment-144980 Zach Thu, 04 Jun 2009 04:10:18 +0000 http://www.pampelmoose.com/?p=2305#comment-144980 Glad to see you're giving this some press. It really sucks... I've always LOVED eMusic, but I've just canceled my subscription. Can't stomach the rate hike AND huge decrease in allotted downloads per month. The search is on for a new outlet... Glad to see you’re giving this some press. It really sucks… I’ve always LOVED eMusic, but I’ve just canceled my subscription. Can’t stomach the rate hike AND huge decrease in allotted downloads per month. The search is on for a new outlet…

]]> By: Joseph http://www.pampelmoose.com/2009/06/emusic-and-sony-the-fiasco-where-is-their-community-manager/comment-page-1#comment-144973 Joseph Thu, 04 Jun 2009 02:24:35 +0000 http://www.pampelmoose.com/?p=2305#comment-144973 FYI, a facebook group for things related to the emusic price-change fiasco: http://www.facebook.com/group.php?gid=81281012678 FYI, a facebook group for things related to the emusic price-change fiasco:
http://www.facebook.com/group.php?gid=81281012678

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