Reputation Management posts, articles, and infographics

Should Brands Be Allowed To Filter Their Facebook Timelines?

January 31, 2012 by Jon Burg
with 38 views

Image courtesy of author's blog

Facebook's Timeline offers a summary of the user's FB life based on an algorithm that is in my experience, pretty reliable.Recent rumors suggest that brands may be getting their own Facebook Timelines as soon as the end of February. This unique platform would pose a number of challenges for a number of major brands, many of... [read more]

Average Is Over: Time to Stand Out

January 27, 2012 by Dave Brock
with 100 views

Photo by Mike Gifford via Flickr

In a buyer’s world, where too many products are undifferentiated, where the differences between the companies that stand behind the products are relatively small, where quality is similar, where everything balances out–and on average they are the same, there are two things that stand out as real differentiators... [read more]

Which Brands Became Social Objects and Why

January 27, 2012 by Adam Metz
with 42 views

Image: David Armano/Flickr(creative commons)

Whether consumer brands ever aspired to become “social objects” for much of the last 100 years is questionable. Brands have always wanted to be talked about, but whether they wanted to be talked with is up for debate. [read more]

What Do You Call A Salesman You Can Trust

January 17, 2012 by Steve Reeves
with 75 views

How could you trust somebody who’s interests are exactly the opposite of yours? You shouldn’t, right? You weren’t born yesterday. [read more]

Handling Negative Feedback – A Story of Lip Balm and Soda Pop

November 17, 2011 by Mike Merriman
with 193 views

Image: Midnightcomm

I am probably in the minority by saying this but I really like advertising. Always have since I was a kid. Commercials from the 80s are still ingrained in my brain and some of those jingles still run through my head to this day. It was easier back then. A company may advertise on TV, radio, magazines, etc but any consumer reaction to it was limited to the water cooler. [read more]

Your Business Culture Isn’t Enough

November 15, 2011 by Denise Lee Yohn
with 46 views

Image: Courtesy of author blog

Please don’t misunderstand me. I am a huge believer in the importance of purpose, values, principles, and beliefs to organizations. A vital, vibrant culture unifies, aligns, focuses, motivates, and propels. But it is not enough to produce a profitable business. [read more]

A Qwikster Change of Opinion

October 12, 2011 by Robert Passikoff
with 38 views

Netflix, changing a decision made three weeks ago, killed its plans to turn its DVD service into a separate business named "Qwikster." That was a really good idea because customers hated the idea. [read more]

Netflix Customer Problem News – Did CEO Reed Hastings Do More Harm Than Good?

September 20, 2011 by Patricia Lotich
with 117 views

Whether you rent DVDs or enjoy streaming video, you can’t help but be fascinated at the recent Netflix news. A blog post went up on the Netflix site Sunday night from their CEO Reed Hastings with an apology for their poor communication process with customers. [read more]

Your Online Reputation – You Should Be Proud of it

September 15, 2011 by Michael Cohn
with 103 views

Photo: Images Money/Flickr (Creative Commons)

If someone were to search for you on the Internet, what would they find? Would they find things that make you look good or bad? Your Internet persona is extremely important and protecting it is critical to your success. [read more]

How to Talk About Your Products In a Way That Resonates With Your Customers

September 13, 2011 by Garrett Moon
with 83 views

Image: Courtesy of author blog

Have you ever heard of Bill Bowerman? Probably not, but chances are you know a lot more about him than you think. In fact, many of us interact with Bill’s legacy every single day. Bill Bowerman is most widely know for his role as the co-founder and inventor of Nike shoes. [read more]

Managing Online Social Predators and Bullies

August 31, 2011 by Vanessa DiMauro
with 57 views

Photo: Meng He/Flickr (Creative Commons)

You know the type -- out there in the social sphere trying to create chaos and breed discontent. They are the dissatisfied customer, the slighted consumer, the angry applicant who didn't get the job, kids who think social vandalism is fun. [read more]

How Facebook and Twitter Are Failing Early Adopters

August 17, 2011 by Luke Brynley-Jones
with 92 views

Photo: birgerking/Flickr (Creative Commons)

A survey from Gartner has revealed that, while social media usage continues to grow, early adopters are showing signs of fatigue. According to the survey, which gathered the views of 6,000 people, “24 percent of respondents indicated that they were using their main social site “a little less” or “a lot less” than when they first started using it”. [read more]

Imitation May Be A Sincere Form Of Flattery, But It’s A Loser’s Strategy

August 11, 2011 by Dave Brock
with 43 views

It seems imitation is rampant, we’re surrounded by it. Often there seem to be more imitators–copy-ers than innovators and leaders. In the music world, we see all sorts of tribute bands. (I’m a fan of a Doors tribute band, Wild Child, –their lead singer is Dave Brock. I keep trying to convince folks that’s me... [read more]

Tiger Woods Gets Clocked

August 9, 2011 by Robert Passikoff
with 34 views

Photo: familymvr/Flickr (Creative Commons)

That’s what happened to Tiger Woods. Unable to stage a professional comeback, and reclaim a significant element of what made him a “human brand,” luxury watchmaker, Tag Heuer, became the latest corporate sponsor to end its association with fallen golf superstar. [read more]

The Consistency of Inconsistency in Customer Service

August 7, 2011 by Barry Dalton
with 117 views

Image source: Author's blog

A thought occurred to me as I was doing some research today. Why is it so hard to do something consistently over a long period of time? Then I had a second thought. Hey, I have a blog. I'll throw this chum out to all of you and see who bites.So, the first question came from research I was doing on Trip Advisor... [read more]

Management and Either/Or Decisions...

July 29, 2011 by Dave Brock
with 45 views

Management is about making choices and setting priorities. We have to choose to do somethings, choosing not to do others. We have to set priorities and maintain focus. Choosing everything, setting everything to a top priority, consciously or by default (otherwise known as piling on), is a sure path to failure. Having... [read more]

Dispelling the Darkness with Brand Journalism

July 28, 2011 by Brian Solis
with 47 views

ou probably already know this, but we marketers are the bad guys in the battle of good versus evil. One commonly employed metaphor—“The Dark Side”—is particularly apt: we hunt down Jedi masters and destroy Alderaan. The top guys in marketing might refer to themselves as ninjas, but siths is a better descriptor, depending on whom you talk to. [read more]

Paying Attention

July 28, 2011 by Dave Brock
with 66 views

Photo: Janice Magracia/Flickr (Creative Commons)

The other day, I was returning to the office from a meeting. The drive was a little more than an hour, so I started making calls. After a few calls, I suddenly looked around–I’d missed my exit and had driven about 5 miles further than I should have. All of a sudden I thought, “How did I get here?”In this world of hyper... [read more]

Hey Buddy, Wanna Buy an Online Review?

July 4, 2011 by Ralph Paglia
with 95 views

Screenshot: Kathy Kruse

Did you know there are people all over the world who’ve had a 5-star buying experience at your store? Yep, there are literally thousands of fake “customers” getting $10/hour to write glowing reviews for dealerships. [read more]

The Customer Service Call and 'Connecting the Dots'

July 3, 2011 by Dave Brock
with 131 views

Perhaps I’m a little grumpy, anxious to get an early start to the weekend, but I had to get this off my chest. I just hung up from a “customer service call.” It was from a Fortune 100 company. Here’s how it went: Customer Service Rep (CSR): “Hi, I’m so and so from such and such company. I’m calling to follow up on... [read more]