Marketing Pilgrim's Reputation Channel

Marketing Pilgrim's Reputation Channel is sponsored by Trackur.

Why Best Buy Gets Customer Service; Praise from this Blogger

image What happens when you order a great deal from a major electronics company and the item becomes backordered? 99% of the time, the company will email you and tell you the item is no longer available and that you’re SOL. So, you can imagine my initial reaction when I received an email from Best Buy concerning a $99 HD-DVD player I had ordered. The subject read…

BBFB Discontinued Product – item# BB10818493

Seeing as it was a great deal–it normally retails for $300–I expected the email to tell me that the player was out of stock and that my order had been canceled. C’est la vie, right?

But, no. Best Buy did the unimaginable. It apologized for the item no longer being available and so would instead ship me the next model up.

Ad:Tech: BuzzLogic Launches Conversation Ad Targeting

image It seems that BuzzLogic has found another use for all of the conversation mining and sentiment analysis it conducts in the blogosphere. The company will today announce the launch of its Conversation Targeting™ ad system. The new service will enable advertisers to identify influential blogs and other social media conversations occurring around specific products, brands, and discussions. Once identified, advertisers can buy ad space "into the online conversations shaping consumer perception and buying behavior."

To leverage the BuzzLogic Ad Targeting feature, advertisers create BuzzLogic conversation queries (similar to key word searches) to discover the opinion leaders who are driving online conversations on virtually any topic, as well as the community of sites listening to or participating in a particular discussion. Once influential sites are identified, advertisers develop text or display ads directly from the BuzzLogic dashboard, then customize a list of influencers for site-level campaign targeting.

Google Reputation Management: Fix Your Google Reputation & Remove Negative Results

Make sure you’re the first to know about an online reputation crisis. Forget Google Alerts, try Trackur’s social media monitoring tools.

Google is no longer just a search engine. With your potential customers, future employers, and members of the media turning to Google for information about your business, Google has become a reputation engine.

In helping clients with their online reputation, I’m consistently asked how they can push out negative results that appears on the first page of Google for a search for their name. Whether they were fined by the SEC, ridiculed by an ex-employee, or investigated by their local newspaper, they share one common goal: get that negative result off of the first page!

Journalists Sue For Info About Wikipedia Edits

Journalists for the Associated Press are suing in the state of Arkansas to learn which state computers were used to make Wikipedia edits. They are suing the governor of Arkansas and others for violating the Freedom of Information Act.

The two who initiated the lawsuit are Arkansas News Editor Kelly P. Kissel and reporter Jon Gambrell. They filed the lawsuit against Governor Mike Beebe, Attorney General Dustin McDaniel, and IT officials.

They want the physical locations of five computers that were used to edit information about Republican presidential candidate and former Governor Mike Huckabee, Beebe, and others. Huckabee is a Republican and is a presidential candidate.

Apple’s Reputation Sours

image If you’re one of the many companies that doesn’t feel it needs to monitor its online reputation–or perhaps feels its brand is bullet-proof–take a look at what has happened to Apple recently.

Up until a few weeks ago, Apple had a rock-solid reputation–one that any company would desperately love to have.

Then, Apple made a few mistakes:

  1. It lowered the price of its new iPhone by $200–leaving more than a million owners feeling a little “annoyed”.
  2. It updated the firmware of the iPhone–leaving many unlocked iPhones as useless bricks.
  3. It wiped out third-party iPhone applications from phones.

In just a few short weeks, the shine has come off of Apple and it’s not just because of the iPhone. BusinessWeek reports that as the company sells more computers, more customers are realizing that Apple’s customer support sucks.

Reuters Taps Attributor to Monitor Content Scraping

Content scrapers and spammers beware! Reuters is upping its efforts to find unauthorized use of its original content.

The news company has asked Attributor to assign a fingerprint to all Reuters’ content and monitor the web in real-time, looking for those that simply swipe entire stories.

As well as coming down on content thieves, Reuters will look for legitimate sites that it can sign distribution deals with.

“Attributor’s technology gives us the critical business intelligence to pursue new opportunities for licensing and use of original content,” said Ric Camacho, Vice President, Digital Syndication at Reuters in a press release. “This agreement is part of Reuters strategy of innovation as we continue to develop next-generation digital news syndication.”

Yes, Brands are Conversations

Ok, it’s been a while since I’ve disagreed with CNET’s Elinor Mills–something that rarely happens, as she’s a fantastic journalist–but here goes. :-)

Mills attended FM Publishing’s Conversational Marketing Summit and is somewhat skeptical that marketing and conversations can mix together.

Hold on. Who asked marketers to join readers online? I know blog publishers need to make money, and they do earn revenue off regular old text, video and banner ads. But I’m suspicious when the “conversation” is initiated by the marketer and not the consumer.

And what’s this with the slogan of the conference–“Brands are conversations”? No, they aren’t.