If you're doing Reputation Management, this document is a MUST

12 replies
I just found this document online, after reading about Jeff Jarvis and his "Dear Mr. Dell" blog post in a book I am reading called Waiting for your Cat to Bark. It's perfect for helping businesses to understand the need for Reputation Management and even comes in PDF form so you can save it as a hand out for your customers, if you wish.

http://www.lindasaye.com/uploads/Del...Case_Study.pdf
#document #management #reputation
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  • Profile picture of the author dlink
    Definitely a good document for implementing a basic strategy for building a brand and handling reputation management for a client or your own business. Nice find, it has as much information as I've seen in some WSO's .
    • Start a blog to establish trust, value, and ability to communicate with customers.
    • Use social media to build a brand and get involved with what customers are saying.
    • Monitor and track for any problems that customers start talking about, and make changes accordingly.
    • Start a forum for taking suggestions from customers to help improve products and services.

    If someone is just starting out, I'm sure a simple Google search or search here on the forum could get someone the answers to the 'tools' they could use to accomplish the bullet points.
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    • Originally Posted by dlink View Post

      Definitely a good document for implementing a basic strategy for building a brand and handling reputation management for a client or your own business. Nice find, it has as much information as I've seen in some WSO's .
      • Start a blog to establish trust, value, and ability to communicate with customers.
      • Use social media to build a brand and get involved with what customers are saying.
      • Monitor and track for any problems that customers start talking about, and make changes accordingly.
      • Start a forum for taking suggestions from customers to help improve products and services.

      If someone is just starting out, I'm sure a simple Google search or search here on the forum could get someone the answers to the 'tools' they could use to accomplish the bullet points.
      Exactly. The companies that embrace the fact that their customers now have a global voice and take actions such as what you spelled out will be successful. It's funny; my former company used to preach about the book Built to Last and how companies who don't change with the times don't succeed but they seem to be completely ignoring their dismal "online presence" and the awful reviews on Page One for every city they do business. I even sent a quick note to a person who could fix this issue for this company and pretty much was told not to contact them again. Sure, they have a great TV advertising presence, but with Tivo and all the tools similar to it, who watches television commercials anymore? Companies who "get with the times" are the ones who stay in business.
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      • Profile picture of the author sandalwood
        Angela,

        I'd be curious to know if Jarvis ever got any satisfaction from Michael Dell. The study doesn't touch on that. You are right, join the 21st century and your marketing life will be a whole lot easier. Fixing a rep is harder than building it.

        Tom
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        • Originally Posted by sandalwood View Post

          Angela,

          I'd be curious to know if Jarvis ever got any satisfaction from Michael Dell. The study doesn't touch on that. You are right, join the 21st century and your marketing life will be a whole lot easier. Fixing a rep is harder than building it.

          Tom
          I'm pretty sure he did and I thought I even read that he had gone to the Dell building in person. In the article, he says that Dell went from "worst to first" in their approach to their customers.
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  • Profile picture of the author livwalsh
    Thanks for the share
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  • Profile picture of the author J. Barry Mandel
    Fantastic article!

    In the past this guy would've had NO recourse and as loud as he would've voiced himself he would've been ignored

    Now thanks to the internet big companies MUST pay attention to the little guy because thanks to the viral nature of the net, reputations and trust in companies can get flushed right down the toilet pretty quickly.

    It'll be a curious thing the internet of the future because I'd imagine disgruntled websites will blast out facts on different companies and things will get stirred up even faster thanks to even more inter-connectivity through different apps and new technologies!
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