Marketing Pilgrim's Reputation Channel

Marketing Pilgrim's Reputation Channel is sponsored by Trackur.

Free Guide: Seven Step Online Reputation Crisis Plan

Over at the Radically Transparent book site and blog, we’ve uploaded "Your Seven Step Online Reputation Crisis Plan." The book contains an entire chapter on repairing your online reputation, but this article is a good primer–and will tide you over until you get a chance to order the book. :-)

Here are the first two steps:

1. Check the facts

Quite often there are two sides to any story. Before you start responding to accusations made online, take the time–but no more than an hour or so–to assess the situation, gather the facts, and evaluate the appropriate response.

2. Determine the impact

Decide if the attack on your reputation warrants a response from you. Is the attack coming from someone influential? Is the attack spreading quickly? Are many new voices joining the attack? Answer “yes” to any of these questions, and you’ll likely need to respond.

Caving to a Blogger’s Demands? Advice from Corporate America

Lenovo’s David Churbuck is on the social media frontline for the computer manufacturer. Every day he engages customer gripes which range from flaming batteries, dead pixels, and even the company’s Chinese government involvement.

Having interviewed Churbuck for Radically Transparent, I already knew that he has a wealth of common-sense advice for Fortune 500 companies who wish to engage bloggers and other citizen journalists. So, I’m excited that he’s shared some of his wisdom with Jeremiah Owyang–who graciously gave Churbuck space on his blog to share his thoughts.

In partly pedantic jest, I suggested the type of topic I’d like to discuss is: contravening corporate policy by privately resolving a blogged customer support issue and having the blogger publicly state the solution and thereby set a precedent for all future complaints

A List of Experts Featured in Radically Transparent

I hope you’ve already ordered your copy of Radically Transparent: Monitoring and Managing Reputations Online. Judy Strauss and I really did work hard to ensure the book is packed full of proven advice and tactics.

To really make sure it’s a best seller, we approached a number of experts and asked them for their advice. Thanks to the following for so openly sharing their best strategies for online reputation management or writing stellar books that we pulled their advice from.

(You can see the full list, attribution, and chapter’s each person is quoted in, here)

Join Me for an Online Reputation Management Webinar – Thurs Feb 28th

If you didn’t get to hear me discuss online reputation management at SES London and can’t make it out to SMX West this week, fear not! I’m doing an online webinar this Thursday at 1pm ET / 10am PT.

"7 Steps to a Stellar Online Reputation" is presented by the American Marketing Association and sponsored by Aquent. The online webinar will run for 45 minutes, followed by about 15 minutes of Q&A.

It’s the first time I’ve given this presentation and it includes many of the tactics shared in my new book Radically Transparent: Monitoring and Managing Reputations Online.

Some of the tactics I’ll cover include:

  • devising online media strategies and objectives that engage customers,
  • developing a monitoring system will work best for their company, and

Download Chapter 1 of Radically Transparent for FREE

Thanks to the fine folks at Wiley, I’m pleased to let you know that you can now download Chapter 1 of Radically Transparent: Monitoring and Managing Reputations Online.

In this first chapter, Dr. Judy Strauss and I set the stage for the importance of online reputation management–now that your customers, employees, investors, and journalists are using the internet to research your reputation.

Here are some chapter highlights:

  • JetBlue Airways Hits Bumpy Air – we look at how the company’s Valentine’s day passenger stranding turned into a reputation nightmare.
  • The Reality of a Transparent, Always-On, Wired World – we share lots of stats and studies on why people are using the internet to share thoughts on your reputation.
  • Reputation 101 – why a good reputation is important to companies and individuals.

Google Steals Top UK Brand Spot from BBC

Google has passed Microsoft and the BBC to become the UK’s strongest brand, according to a new report from Superbrands.

Some other interesting observations:

  • Google is the only company on the list to have started after 1990.
  • The other 49 listed companies have an average age of 90 years in business.
  • Google muscled out British favorites including the BBC, BP, British Airways, and Rolls Royce.
  • Google jumped from #5 last year, to #1 this year.
  • Apple dropped completely out of the Top 10 (#8 last year).

The list is compiled by senior business leaders and an independent survey of 1,500 professionals.

Announcing Online Reputation Monitoring Tool – Trackur.com

Trackur LogoI’m excited to announce the official launch of Trackur.com, my new online reputation monitoring tool.

In the many years I’ve consulted with businesses on online reputation management, I’ve tried many different reputation tracking solutions. While I’ve found some show promise, I’ve never quite found the perfect online monitoring tool for the job. So, after writing the industry’s most comprehensive book on online reputation management, I decided to turn my attention to building the best online reputation monitoring tool for the masses.

Trackur Screenshot

If you’re not interested in the details, then you can get started with a 14-day free trial and take it for a test drive. For those of you looking for a little more detail, I’ve answered your burning questions below.

What is Trackur?