Posted November 6, 2009 10:09 am by with 2 comments

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There’s a growing interest in online reputation management. Over at Wildfire Marketing, I answered some reputation management questions for their Thought Leader Thursday series.

Here’s a taster…

What are some of the biggest mistakes you’ve seen people make when it comes to responding to a reputation management crisis, and how someone salvage the situation if they’ve already made one of these mistakes?

The biggest mistake is simply not having official channels in place to allow your customers to complain. Most disgruntled customers post to blogs and Twitter because they feel like they are not being heard by your company. They get frustrated with your lack of customer service and they think to themselves, “I’ll show them, I’ll post a negative review on Yelp/Twitter/Blog.” If companies would simply look at how they’re listening to their customers, and how they escalate and resolve customer service complaints, many of the reputation problems you see would never make it to the web.

Perhaps the second biggest mistake is not apologizing soon enough. We tend to get too defensive, when we screw-up. We want to try and resolve the problem without accepting blame and without putting our hands in our pockets. When your business faces a legitimate complaint, move quickly to resolve it. Don’t think about the few dollars in refund demanded by the customer, instead think about the thousands of dollars in lost revenue, if the customer creates a reputation headache for your business!

Head on over there for the full interview.

  • I guess marketers will have to use social media in a different way that traditional inbound marketing. How a company will interact with people on social networks is a reflection of their attitude towards customers and people in general.
    .-= Ahmad Barirani´s last blog ..Social Media Optimization More Important Than SEO? =-.

  • I would like to add a thrid mistake to the list: apologize when you should not be apologizing but sticking to your guns! The Audi ‘sudden acceleration’ case comes to mind here….