Category : Customer Service

  • A Few Simple Ways to Fix a Damaged Reputation Online

    Posted Dec 13th, 2010 By in Branding, Business, Customer Service With | 3 Comments

    Poor recommendations online can be damaging to businesses and can end up costing companies thousands of dollars in lost sales each year. One thing you need to realize as a business owner or as a marketer is that it is impossible to go onto other websites and “delete” negative reviews.

    Although you cannot delete feedback left by others, you can manage the content that you put out to the public while also managing the positive reviews that your company has across the Internet. You can minimize the negative reviews by increasing positive reviews on more authoritative and trusted websites.

    Finding and keeping up with reviews of your company can seem slightly overwhelming. The first thing you will need to do if you have not already is set up Google Alerts for your company’s name. By setting up Google Alerts, you will be notified immediately every time someone mentions you or your company’s name on the Internet. This keeps you ahead of the curve when dealing with brand management and reputation on the Internet from this day forward.

    In addition, to view what people have said about you from yesterday and beyond, perform a quick Google search for “your company’s name reviews.” For example, when we searched “USAA reviews” one of the first reviews for USAA reviews. (more…)

  • Do You Need to Gripe? Groubal Instead!

    Posted Aug 10th, 2010 By in Business, Customer Service, Social Networking With | 2 Comments

    Have you seen the new brilliant free social network called Groubal? Groubal (gr.oo.bul) is “A powerful way to share your gribes that are grouped together to create change, group responsibility and group buying power.”  This unique social network was launched by Robert Doner to bring consumers together who have a complaint against a big company that’s going unnoticed. To provide an opportunity for people everywhere to be heard, Doner plans to take groubals to the companies involved once the complaints are big enough and verified.

    As you know, surviving in America is challenging these days to say the very least! With unprecedented oil spills and countless natural disasters occurring far too often, many individuals are fearful and frustrated as they try their best to cope with everyday life in a very uncertain world.  As a result, the American consumer is growing angry, irritated and simply fed up with how big business is treating them and ignoring their grievances.

    Unfortunately, in today’s world far too many corporations are simply attached to their bottom lines and disconnected from the customers that patronize their valued brands.  Along these lines, social networks understand just how their platforms are impacting business; how offline business is actually being conducted and what consumers truly expect from companies. Consumers have the power and are using it every day to call out corporations online; demanding them to be more transparent and responsible.

    However, people’s voices are still going unheard and this widespread condition is breeding serious resentment across many demographics and a ‘tipping point’ for all this hostility is on the near horizon.  The result of this frustration is breeding crowdsourcing where consumers who find others that share a common complaint, recognize that collectively they have a loud enough voice to finally be heard and are using it to call out corporations online, demanding them to be more transparent and responsible. (more…)

  • Social Media – The Newest Customer Service Tool

    Posted Aug 6th, 2010 By in Customer Service, Social Media, Social Networking With | 2 Comments

    This is a guest post by Heidi McCarthy (Bio is below).

    Being so ensconced in customer service, I look for every opportunity to praise good service and to offer constructive criticism when warranted.  In that regard, there is no faster, or cathartic, medium in which to speak out than social media.  Companies today do not realize they are missing both an opportunity to engage with their customers, but also risk letting a disgruntled customer’s small complaint grow into a boulder that is rolling so fast it can’t easily be stopped.

    I have to confess to being a late-comer to social media.  When I first dipped my toes into this vast ocean, I wanted to see what was out there relative to customer service.  So I did a Twitter search on customer service.  What I found would make a sailor blush.  Call me old-fashioned, but I honestly was appalled at the way so many people chose to express themselves.

    Then I took a step back and tried to determine, in 140 characters or less, just what the problems were.  Some people truly were just venting.  Had a bad day at work or fight with their significant other and needed to let off steam, so ABC Widgets became an easy target. Others did seem to be legitimate complaints – and praises.  But what is ABC Widgets going to do with these comments? (more…)

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