All Posts by reputation management Keyword

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Use Social Media to spot issues before they hit the Contact Center!

by Paul Dunay on 10/27/2009 15:07   1 comment , 3032 views
Categories: Search, Strategy
Tags: reputation management, twitter monitoring
Firey laptop batteries, defective chips, tainted foods, toothpaste that stains teeth – these are just some real examples of issues that struck companies recently that might have been headed off at the pass by Social Media.

When you have an issue these days – what’s the first place you go for more information? That’s right – the Internet – most likely Google but increasingly for real time information search you might use Twitter. Conversely most people don’t just pick up the phone and call a company anymore.

Some of these issues first showed up on Twitter way before they ever hit the Contact Center. Perhaps days before anyone called into the Contact Center to inquire.

With the speed of Social Media these days – wouldn’t you love to have a few days head start? Well you do – but only if you are listening.

A peer of mine said that she has seen this effect already on Twitter but she doesn’t jump at the first sighting – she waits to see at least a second sighting perhaps in a different channel (or coming from a different region) before she decides to engage.

While clearly you need to use your best judgment – you do have the opportunity to head off at the pass serious issues for your brand .. ... read more >>
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Half of bloggers will post about brands they love or hate

by dirkthecow on 10/23/2009 05:08   1 comment , 3191 views
Categories: Social Customer, Blogging
Tags: reputation management, branding
Technorati is carrying on with it's annual State of the Blogosphere report, which it has been drip-feeding out over the week. Day four's results look at how some bloggers make money by selling ads, as well as - of more interest - how they feel about brands.

Unsurprisingly 70% talk about brands on their blogs. Really I would have thought that it would be higher as surely it's almost impossible not to mention brands or products in some shape or form in posts, even incidentally.

Less than one in five (18%) bloggers post product reviews at least once a week but at the same time almost half (46%) say that "I blog about brands that I love or hate." This rises to 55% of so-called part-timers, or casual bloggers.

So the lesson from that is that the scope for sending bloggers your stuff with a request for a review might be limited depending on who you target (some do welcome it).

However, there is potential for proactively establishing a relationship with key bloggers in the hope that they might 'love' your brand...as well as making sure that you don't get on the wrong side of them so that you fall into the 'hate' category and end up having your search engine ...

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Brands In Public: A New Reputation Management Tool

by davefleet on 09/23/2009 08:45   0 comments , 2419 views
Categories: Social Software
Tags: reputation management, tools, brands

There’s nothing particularly new about this; this has been the pattern for hundreds of years. However, one difference with the advent of social media tools is that people are now able to talk to dozens, hundreds or thousands of other people instead of the few they used to.

There are plenty of tools to help companies listen to what people are saying. While I often talk about Radian6, there are plenty of other tools out there, both free and professional.

Today Seth Godin’s Squidoo launched a new service named Brands In Public.

As Seth says:

“You can’t control what people are saying about you. What you can do is organize that speech. You can organize it by highlighting the good stuff and rationally responding to the not-so-good stuff. You can organize it by embracing the people who love your brand and challenging them to speak up and share the good word. And you can respond to it in a thoughtful way, leaving a trail that stands up over time.”

Brands In Public provides an online dashboard that pulls together the latest news and conversation about a brand from sources such as Google Blogsearch, Google News, Yahoo! News, Twitter, BackType, Google Search Trends and Quantcast.

... read more >>

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Twitter: The Commodification of Personality

by Jasmin Tragas on 08/06/2009 08:01   2 comments , 1008 views
Categories: Marketing
Tags: reputation management, personal brand management, twitter profile

I thought I should explain my current Twitter background which looks a bit like this:

You might have read that teens don’t use Twitter. I wonder if that has contributed to the commodification of personality on Twitter. We have become quite good at ‘branding ourselves’, creating Twitter backgrounds with bios, Twitter landing pages, and for a while there it felt like ever second Twitter avatar was like a smiling passport photo.

So, I thought I might just leave my background blank-ish, for the moment. Creating the ‘perfect’ personal online brand might be helpful to certain agendas at a particular time. I’m not saying that it’s wrong to have a Twitter background, landing page or smiling avatar. I’ve done it myself. But…just thinkin’ ….do you risk losing your ability to find new ways to express yourself or innovate in a quest to create an effective, popular digital footprint? What else could you do with a Twitter background, apart from showcasing the best of *you* (which in turn, might actually showcase the best of *you* more than a neat bio ever could)?

Oh. I just googled “commodfication of personality”, in case there was anything interesting and came across an interview with . ...

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Afraid of What, Exactly?

by Alan Wolk on 05/10/2009 16:19   0 comments , 866 views
Tags: reputation management, corporate communications policy

I constantly hear people talk about their fear of letting their employees talk to the public via social media.

As if most of them weren't talking to the public every day in the course of business, either in person or on the phone.

But the most egregious examples often happen in the mainstream media. Take the PR nightmare for Radisson and their parent company Carlson, as a result of this recent article in the New York Times. When a Times reporter questioned why he was quoted one price over the phone and given another when he showed up a couple of hours later, corporate spokespeople basically shrugged their shoulders, blamed the computer system and told the reporter that it was his tough luck and caveat emptor. All for a $20 difference in booking fee.

It's similar to the snafu K-Mart suffered when its spokespeople assured Wall Street Journal senior editor Laura Landro that she should indeed have been arrested for accidentally placing a pair of flip-flops that had fallen out of a display into the wrong box-- this after she'd just spent $800 in the store.


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I Don’t Make the Rules I Just Work Here

by Jacob Morgan on 05/06/2009 23:50   1 comment , 4355 views
Tags: reputation management, fedex kiinkos customer service

I went to FedEx/Kinkos to get some business cards printed.  You would think this is a simple process right?  Here’s a video of me sharing my experience at FedEx/Kinkos

What sort of experiences have you had with FedEx or Kinkos?  Where else have you had people tell you that “they don’t make the rules, they just work there?”


Link to original post... read more >>
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Anticipate, Stimulate, Welcome, Recover

by Valeria Maltoni on 04/27/2009 06:10   0 comments , 1041 views
Categories: Strategy, Public Relations, Marketing
Tags: reputation management, customer service, managing change, customer expectations, book webber alan, conversational marketing customers

Rules of Thumb The title of this post comes from advice Alan Webber gives in his new book Rules of Thumb in the chapter if you want to change the game, change customer expectations. At the root of this conversation is the company that acts human, again.

In many cases, this means getting the people part right. Does your organization have the right managers in the right functions?

At the root of problems with customer conversation is often a mismatch between what the company thinks is important to customers and what you on the other end of the phone consider a priority.

The good news - if you could call it such - is that the bar today is so low that you have a shot at making things right.

Alan talks about these four ways to do that:

Anticipate

This doesn't mean you learn to read minds. If you've ever waited tables, or worked in a service role directly connected with the public, like a bar, or a coffee shop, you will know what this means in the first person. During high school I worked summers in an ice cream shop. You know, those fancy places where they sell gelato in many delicious flavors in Italy.

When you spend 5-6 hours at a stretch serving people in the same place for several week... read more >>

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A look at company social media guidelines

by dirkthecow on 04/24/2009 05:16   0 comments , 2428 views
Categories: Strategy, Public Relations
Tags: reputation management, brand management, corporate social media adoption, social media guidelines corporate, usaf social media

Following on from our post on what telecoms giant Telstra told its staff re social media (use it, but...), Australian social media writer Laurel Papworth has published a fantastic resource – a list of 40 openly published company social media guidelines.

These are from organisations ranging from the IOC to the UK civil service.

I think the main thing that jumps out from this list isn’t so much who is on it as who isn’t.

The guidelines come almost exclusively from the tech, media and Government sectors. What about finance, FMCG etc? My guess is 95% of companies don’t have anything, and some of those that do, have a policy that can be summed up in one word – don’t.

All 40 guidelines are similar to the extent that they all ask employees to (in the words of Telstra) be responsible, respectful and be open about ‘representation.’ But within those general principles there are huge variations in how much leeway staff are given to be themselves.

For example, from Canadian broadcaster CBC: “The blog cannot advocate for a group or a cause, or express partisan political opinion” - note that this was for personal blogs, which caused a huge fuss and made CBC backtrack slightly.

Then t... read more >>

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How to avoid getting burned by negative comments

by MackCollier on 04/22/2009 12:10   2 comments , 1142 views
Categories: Strategy, Public Relations
Tags: reputation management, content management, negative comments
One of the biggest fears that blogging companies have is critical comments on blogs. The idea of seeing a 'you suck!' conmment on a blog is enough to make most company bloggers break out in a cold sweat. But negative and critical comments from blog readers can actually benefit a company IF that company acts smartly, and has a plan in place for addressing them. Here's a plan of action:

1 - Reply quickly. Often, someone will leave a critical comment as soon as a post is published, and other commenters will 'pile on'. If the company doesn't respond to the points being raised, commenters will often continue to voice their displeasure. But if a company representative can quickly address the issues being raised by the blogger and/or commenters, the tone and structure of the feedback can change dramatically. Sure, there might still be some readers that lash out at the company, but at least now, by replying to the post, the company has gone from reacting to an existing conversation ABOUT them, to PARTICIPATING in that connversation. When their role is changed from passive to active, the conversation changes completely.

2 - Be respectful. Understand this; Every online conversation h... read more >>
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A Monsters, Inc. Move at Domino's

by Valeria Maltoni on 04/20/2009 07:02   1 comment , 1258 views
Categories: Strategy, Public Relations, Social Networks
Tags: reputation management, crisis management, brand management, dominos, monsters, dominos roi

Domino's Patrick Doyle on YouTube It made the company react, and customers weary. This would not happen as much if companies continuously put their customers first, if they were known entities intimate with the people they serve.

Sure, there are always going to be detractors and pranksters, it's part of human nature. But defensive, distrustful, and suspicious are also drawn out when there is a void in knowledge and understanding of how things (and people) work.

[image - snapshot from Domino's video response]

Just like it was narrated superbly in Monsters, Inc. [hat tip to lloyd] once employees and customers know each other, relationships are built and trust is formed.

It was the talk on many social networks last week - a video two Domino's employees posted on YouTube went viral and wrought havoc at the franchise corporate offices. A post from The Consumerist and attention by the New York Times heightened the attention.

I caught up with some good discussions hosted by Brian Solis at PR 2.0 in a post aptly titled The Domino Effect, and on FriendFeed led respectively by Thomas Hawk and then Robert Scoble.

Ifyou're still on the fence about this social media thing, you might wantto reconsider your thinking in ... read more >>

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