You’d think that companies that give such lousy customer service are just naturally oblivious to how customers - and the market - feels about issues. You’d think they’d have no clue about anything. They’d just be merrily going along not knowing that they were pissing off their customer base.
Not Comcast.
Seems Comcast used sleazy tactics to clog up a public hearing on net neutrality. They also show that they don’t believe in transparency. This is why websites like this have popped up: Comcast Must Die.
Prediction: they are or will soon be using sleazy tactics in social media.
No Comments » Posted on February 27th, 2008 by Jonathan Trenn
Filed under:
Brand,
Brand Advocacy,
Brand Ambassador,
Brand Intelligence,
Brand Promotion,
Brand Protection,
Brand Reputation,
Branding,
Branding Online,
CRM,
Corporate Responsibility,
Customer Service,
Customer Supprt
Don Frischmann of Rubicon Consulting wrote this great article for AdAge. A great read.
Nothing is Insignificant When It Comes to Brand Fulfillment
No Comments » Posted on January 23rd, 2008 by Jonathan Trenn
Filed under:
Affinity Groups,
Altruism,
Authenticity,
Blog Messaging,
Blogger Influence,
Book Reviews,
Brand,
Brand Advocacy,
Brand Ambassador,
Brand Intelligence,
Brand Promotion,
Brand Protection,
Brand Reputation,
Branding,
Branding Online,
Business Intelligence,
Buzz Marketing,
CRM,
Consumer Generated Media,
Conversation,
Conversation Marketing,
Customer Ratings,
Customer Reviews,
Customer Service,
Customer Supprt,
Guerilla Marketing,
Honesty,
Influencer Identification,
Influencers,
Influencial Bloggers,
Influential Brand Advocates,
Influentials,
Integrity,
Internet Culture,
Managing Conversation,
Market Research,
Marketing Conversation,
Markets are Conversations,
Media Virus,
Memetics,
Messaging Online,
New Media,
Online Advocacy,
Online Brand Reputation,
Online Communities,
Online Community Outreach,
Online Conversation,
Online Engagement,
Online Evangelism,
Online Messaging,
Online Monitoring,
Online Outreach,
Online Participation,
Online Reputation,
Online Reputation Management,
Online Reviewers,
Online Reviews,
Online Virtual Communities,
Reputation Management,
Social Intelligence,
Social Meda,
Social Networking,
Viral Marketing,
Viral Media,
Viral Propagation,
Word-of-Mouth,
Word-of-Mouth Marketing
The culture of participatory social media is having some surprisingly significant effects on both the way satisfied customers play a role in contributing to the marketing message development of products and services. And it is also playing an increasingly important role in defining the key touchpoints that customers use in the deciding factors one what to purchase. What makes this all the more noteworthy is that much of this is rooted in offline purchases. I’m putting this together from two recent studies…
Read more…
1 Comment » Posted on December 2nd, 2007 by Jonathan Trenn
Filed under:
Abraham Harrison,
Abraham Harrison LLC,
Authenticity,
Blog Counter-Messaging,
Blogger Influence,
Blogger Outreach,
Brand Intelligence,
Brand Protection,
Brand Reputation,
CRM,
Chris Abraham,
Competitive Intelligence,
Consumer Generated Media,
Controversial Marketing,
Conversation Audit,
Conversation Marketing,
Corporate Blogging,
Corporate Intelligence,
Corporate Responsibility,
Crisis Management,
Customer Ratings,
Customer Reviews,
Customer Service,
Customer Supprt,
Google Reader,
Hate Speech,
Honesty,
How to Blog,
Managing Conversation,
Markets are Conversations,
Media Virus,
Online Attack,
Online Community Outreach,
Online Crisis Management,
Online Engagement,
Online Evangelism,
Online Influence,
Online Intelligence,
Online Messaging,
Online Outreach,
Online Participation,
Online Public Relations,
Online Reputation,
Online Reputation Management,
Online Reviewers,
Online Reviews,
Online Strategy,
Reputation Management,
Reputation Rehabilitation,
SEM,
SEM and SEO,
SEO,
SEO and SEM,
SERM,
Transparency,
Web Strategy,
Word-of-Mouth
Here’s an amazing statistic: a full 57% of marketing executives recently responded with the following answer to the question if their firm has a crisis response communication plan: NO. What makes it more amazing is that in the same survey, 53% said that their business had experienced a crisis in the past…one that resulted in a loss in sales, a reduction in profits, or negative press. A majority of that 53% say that the recovery period took a year a more. Only one-half have trained spokespeople. And it shouldn’t go unnoticed that there’s an overlap of 4% here of companies that have suffered a crisis in the recent past but have yet to install a plan to address future crises.
Read more…
2 Comments » Posted on October 14th, 2007 by Jonathan Trenn
Filed under:
Abraham Harrison,
Abraham Harrison LLC,
Advertising,
Brand Promotion,
Brand Protection,
Brand Reputation,
Buzz Marketing,
Citizen Generated Media,
Citizen Journalism,
Client Service,
Cluetrain Manifesto,
Conversation,
Conversation Audit,
Conversation Marketing,
Corporate Blog,
Crisis Management,
Customer Ratings,
Customer Reviews,
Customer Service,
Customer Supprt,
Email Etiquette,
Google AdSense,
Google AdWords,
Influential Brand Advocates,
Internet Culture,
Internet Strategy,
Managing Conversation,
Market Research,
Marketing,
Marketing Conversation,
Markets are Conversations,
Messaging Online,
New Marketing,
Online Advertising,
Online Conversation,
Online Engagement,
Online Evangelism,
Online Influence,
Online Intelligence,
Online Marketing,
Online Outreach,
Online PR,
Online Participation,
Online Reputation,
Online Reputation Management,
Online Reviewers,
Online Reviews,
Online Strategy,
Popular Culture,
Promotional SEO,
Protective SEO,
Real Life,
SEM,
SEM and SEO,
SEO,
SEO and SEM,
SERM,
Search Engine Marketing,
Search Engine Optimization,
Search Engine Reputation Management,
Search Engine Strategy,
Search Engines,
Search Reputation Management,
Viral Advertising,
Viral Marketing,
Viral Media,
Viral Propagation,
Web 2.0,
Web 3.0,
Web Ads,
Web Advertisers,
Web Advertising,
Web Metrics,
Web Strategy,
Website Design,
Word-of-Mouth,
Word-of-Mouth Marketing,
Yelp,
search
This morning I read two important posts written by Greg Sterling on his blog Screenwerk. One is Nielsen - WebVisible Data on Local Search. The other is New Findings on SMBs and User Reviews. It left me more and more convinced how local businesses must view the internet as a marketing and business development source, and as a customer relations and reputation management tool.
Read more…
No Comments » Posted on October 11th, 2007 by Jonathan Trenn
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