An issue that repeatedly comes up for businesses is monitoring their online reputation. With all the new mediums these days, it’s hard to keep up with who is saying what about you and your business. If you have any customers, it’s safe to assume someone has said something about your business online. The easiest way to monitor this is by utilizing Google Alerts (http://www.google.com/alerts). Simply enter your keywords, frequency and your email address. I recommend setting ‘Type’ to comprehensive so you get full coverage across the web.
Use this tool to see where your site is being mentioned and in what context. If it’s good, then you should be happy and you may want to consider some marketing opportunities with that site. If it’s not all good, then you use it as an opportunity to correct the issue and make the customer happy.
I'm not going to name the business that recently benefited from using this Google service because they're trying to dig out of a whole caused by one of their customer service reps and its a public company. I was having lunch with the marketing manager and the topic of online reputation management came up. He wanted to know what he could to monitor the business and I suggested Google Alerts. Two days later, I get an email thanking me for this little but significant suggestion because he found a couple things. First, he got an alert for a total of 53 postings about a particular customer service representative who was very harsh with customers and basically didn't provide a level of service consistent with company policy. Several customers stated the rep used foul language with them, called them 'stupid' and hung up on several callers. The rep was immediately terminated. The other incident involved some issues of insider information being leaked to the public which is huge for a public company. After two weeks, the perpetrator was discovered and disciplined. This saved the company hundreds of thousands in fines from the SEC.
In short, if you're concerned about your business reputation on the web then you need to sign up now!
Contact MJM Ecommerce for ecommerce and online marketing solutions
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment