Who’s saying what about you online!
Throughout 2009, more and more businesses will want to protect their existing flow of cash and will therefore be looking more and more towards finding ways to monitor their online reputation. Basically keeping an eye on what their customers are saying about them. Remember, if a customer has a good experience they will tell 10 people BUT if a customer has a bad experience they will tell 100 people...
Why is it so important to find out what people are saying?
As we are all aware, acquiring a good solid base of customers is difficult and therefore to lose them has a massive impact on any business. Managing your online reputation becomes extremely important therefore to ‘hear about’ any potential problems before they stagnate and in time turn into a lost piece of business and lost personal cash at the end of the day. I see this as so important that we asked a team within our business to develop our own online reputation management tool. This was borne from working on one of my previous clients at a different agency where I was working at the time. They were one of the largest flight companies in Europe and had found a scathing report about their service from London to New York. It was a passenger who had written a review in their own personal blog and it has been deemed as extremely relevant by Google to have it positioned at the top of the results pages when ANYBODY typed in the flight companies brand term!!!! As you can imagine this had a serious impact on the volume of sales LOST due to the way the article attacked the airlines service and would therefore put other customers off. The online reputation management tool my team built now would have seriously helped that company and works by scanning 250 million sources of information across the web, sorting the results into positive, negative and neutral responses to any given clients brand.
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