Marketing Pilgrim's Reputation Channel

Marketing Pilgrim's Reputation Channel is sponsored by Trackur.

Get 50 minutes of online reputation management advice from @AndyBeal for free!

Last week I had the pleasure of sitting down with Martin Brossman to discuss online reputation management for individuals and small businesses.

Martin is a passionate social media and small business coach and so had some great questions for me.

The video is 50 minutes long, and I don’t hold anything back.

Some of my favorite discussions in the video are outlined below:

About LinkedIn: “I don’t even ask for someones resume any more I usually ask can you send me your LinkedIn profile. It gives me a little bit of social proof”
Time Mark: 07:30 – Direct link to this location:
http://youtu.be/hmOY2ZquKWM?t=07m40s

My attempt to define the Hummingbird update and how it relates to Google reputation management.
Time Mark: 10:56  - Direct link to this location:
http://youtu.be/hmOY2ZquKWM?t=10m56s

Google starts removing results for Europeans who wish to be forgotten…kinda

Right to be forgottonThe WSJ is reporting that Google has begun the laborious process of removing those results that individuals have requested under Europe’s new “right to be forgotten” law.

Google engineers overnight updated the company’s technical infrastructure to start implementing the removals, and Thursday began sending the first emails to individuals informing them that links they had requested were being taken down. Only a small number of the initial wave of requests has been processed.

“This week we’re starting to take action on the removals requests that we’ve received,” a Google spokesman said. “This is a new process for us. Each request has to be assessed individually, and we’re working as quickly as possible to get through the queue.”

Trackur turns the social media monitoring dial to 11

Insights-DownloadAs you know, and by way of disclaimer if you don’t, I am the CEO of the social media monitoring tool Trackur. So, in a blatant act of self-promotion, allow me to share with you some upgrades that I’m pretty excited about.

First up, we’ve made our Insights charts fully downloadable to PDF. Customers will no longer have to navigate Excel to re-create the charts and analytics displayed in their dashboard. Trackur will do all the heavy-lifting, allowing you to provide pretty reports to your clients or boss.

Negative email alertsNext, we announced a new email alert option that will only trigger an email alert for an item our sentiment algorithm has determined to be negative. This is the perfect option for being notified of any reputation attack, while away from your dashboard.

The perils of mixing personal and professional on social media

ohSgCM0_stariSob_rgbstockIf I checked out your social media accounts today, what would I find? Personal updates? Professional updates? A mix of the two? Is there even a dividing line between your personal life and professional life? If you are your business that line doesn’t even exist. I struggle with this concept daily as I try to promote my writing through social media while still keeping up with friends, all while not alienating either one.

Wharton management professor Nancy Rothbard wrote a paper on the subject called, “When Worlds Collide in Cyberspace: How Boundary Work in Online Social Networks Impacts Professional Relationships.” Long title, but interesting food for thought. We’ve seen a number of high-profile CEOs and celebs take a beating over a personal photo or statement posted on social media but there are also plenty of cases of everyday people taking a hit for what seemed like an innocuous posting.

Scammers, criminals & paedophiles ask Google to scrub their search results

Right to be forgottenWhen the European court of justice ruled that Google must allow citizens the right to be forgotten, they probably thought they were helping drunk college kids, scorned lovers, and those without any fashion sense, take back their web identity.

A noble cause.

According to The Guardian newspaper, what actually happened was the apparent scum of Europe applied to have their shady misdeeds scrubbed from the public eye:

Google said last Monday that it had so far received 41,000 requests to take down sensitive material from people in Europe since the landmark ruling, including a politician with a murky past, a convicted paedophile and a man who had attempted to murder his family and wanted to remove links about his crime. Google chief executive Larry Page has said that nearly a third of the 41,000 requests received related to a fraud or scram [sic], one fifth concerned serious crime, and 12% are connected to child pornography arrests.

Does your marketing gel with your social customer service team? [infographic]

Not since chocolate met peanut butter has a partnership been as important as marketing and customer service. With social media playing an increasingly important role in customer service, does your marketing team work closely with your customer service folks?

 social-customer-service-marketersVia Sentiment Metrics

 

Nearly half of all consumers expect a customer service response within an hour

lithium impatient customersThere are companies with a team of dedicated customer service professionals whose job it is to monitor and instantly reply to all consumer queries.

Your company probably isn’t one of them. How can I make that assumption? Because I know that a large number of online companies are small businesses. Some a run by 1 person or a couple. Some are manned by an owner who also has another full-time job. These are the companies that can’t afford to lose even one customer, so attending to questions and complaints is even more important.

Trouble is, 66% of consumers in a recent Lithium survey said they expect a same-day response to their online request

  • 43% expect a response within an hour.
  • 14% expect a response in a lightning fast five minutes or less.