Online Reputation Management

Customer Reviews Set Consumer Expectations

June 7, 2010

Expectations of your business will literally shape the whole consumer experience for your customers.   This is nothing new. In my post, “Social Media – It’s a Moral Imperative” I wrote about how a movie’s marketing campaign painted an unrealistic expectation of being a comedy – and then delivered scenes of horrific violence and very little [...]

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When a Pest Control Company tries to Exterminate Negative Customer Reviews

May 10, 2010

Truly Nolen couldn’t kill the bugs in my house – and they can’t kill my negative review of their service either. Quite a while ago – I created a post where I shared my experience with my pest control company – Truly Nolen.  I was HORRIFIED by the service I received and shared the experience [...]

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When Customer Feedback is like Drinking from the Firehose

August 4, 2009

Last night, I was talking on the phone with my best friend from high school.  She refuses to join Facebook – despite the fact that about 1/4 of the members of our graduating class are communing there and despite considerable pressure from friends who still live close by for her to join the social media [...]

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Customer Service in the Age of Social Media

July 23, 2009

Social media all about is providing advanced communication tools which allow information to travel faster than a speeding bullet.  When a celebrity dies – the news travels fast. However, it’s important for business owners to recognize that the same communication tool that allows the world to be notified in minutes to the King of Pop’s [...]

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What to do when Social Media creates a Shit Storm

July 13, 2009

Only July 6, 2009 – United Airlines executives awoke to discover a social media shit storm had erupted thanks to this viral video from Dave Carroll. Thanks to Carol Solomon of Stress Eating for the heads up about this video. The video above was a long time in the making.  The  now infamous guitar tossing [...]

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A Love/Hate relationship with Social Media Marketing

March 27, 2009

It seems like EVERYONE is in LOVE with social media marketing and I thoroughly understand the appeal. After all, most of the tools of the social media marketing trade are notoriously easy on the checkbook. Anyone with a little web savvy, a sense of adventure and the willingness to put in the time and effort [...]

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When Someone Steals Your Branding

March 2, 2009

One of the biggest problems with being a “service provider” is the you deal in intangibles – a world removed from the confines of the physical. When you’re selling the intangible, the manner in which you describe and SELL your services is equally intangible. As a result, many professional service providers rely on creating catch [...]

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The shit fight is beginning- should you join in?

February 13, 2009

Social media is easy and it’s fun – but as social media’s popularity grows so does its impact.  Which is why it’s important to develop a social media strategy. “When you don’t have a destination in mind, any road will get you there.” As you use social media, you can expect at some point to [...]

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Social Media – Information Moving in Real Time

February 11, 2009

What do the Cash4Gold Social Media Meltdown and the Belkin Social Media Payola Scandal have in common?  They both CLEARLY illustrate that when it comes to Social Media Marketing – what you don’t know CAN hurt you! Monday Morning Quarterback- Social Media Edition Social media is truly the natural result of information moving at the [...]

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Cash4Gold and the Ensuing Social Media Firestorm

February 7, 2009

The tale of Cash4Gold SuperBowl ad buy should have been a storybook tale extolling of the value of effective advertising.  The Cash4Gold story could have read, “Business buys SuperBowl ad.  Traffic to website increases 10 fold  and justifies obscene ad cost.” Instead, the Cash4Gold SuperBowl ad buy is a cautionary tale  which should serve as [...]

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