Trouble for Nikon?

Started Mar 17, 2014 | Discussions thread
rhlpetrus Forum Pro • Posts: 25,700
Re: agree -- a real problem but correctable with effort

Eamon Hickey wrote:

rhlpetrus wrote:

I tend to agree with you, but it'll require some action on the part of Nikon, especially in Asia, since that's where markets are still growing and Nikon cannot let this become a commonly-held view in that part of the world.

Exactly. The risk is that they will develop an enduring reputation for low quality or dishonest customer service in China and, by extension, possibly other parts of Asia. That could be a very costly mistake. But they can counteract this problem if they make a serious, ongoing effort to do so. I agree with you that they're going to have to -- I don't remember Nikon being the target of a big national TV take down in any Western market in the past, so this is a bigger deal than some people on this thread seem to think.

All companies make mistakes, and they always will. The trick is how you handle them. This is far from the first time Nikon has messed up, and it won't be the last. Since the 1970s, they've more or less muddled through their screw ups, responding late almost always and never particularly graciously, but usually, in the end, responsibly. One way or another, their brand reputation has survived mostly intact. That said, they would do themselves a big favor, especially in the Internet age, to get a lot better at handling this kind of thing.

This is something they have not gauged appropriately, imo, the viral aspect of the internet. 10 or 20 years ago similar issues were much less likely to get to a larger audience. Even this China TV show report would likely be restricted to China only. Not now, and companies, as any institution, should be much more careful regarding issues that may hurt their reputation. That involves products, labor practices (many cases already reproted of malpractices by large corporations (ZARA, Nike, etc)), environmental impact, etc. It's a new era, much more open, more transparent, and those involved should be very careful with PR/image.

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