Digital Marketing & Internet Marketing Trends
A couple of weeks ago I received a phone call from the president of an organization who recently realized they were on the receiving end of negative, online sentiment by a former, angry customer who decided to vent his frustrations online. This former, angry customer had posted a handful of negative, online reviews and had even uploaded & published two separate YouTube videos blasting the organization for what he perceived as poor customer service – not unlike the example of … [Read more...]
You have likely heard of Dave Carroll -- and, if not, you have likely seen the following video played many times over on video-sharing giant, YouTube. This viral video (10.8 million plays as of September 15, 2011) represents one of the first examples (in 2009) of how a single, unhappy customer has the power to share his/her story with millions of people and damage the reputation of a well-established brand. Needless to say, social Media is powerful -- and businesses need a strategy … [Read more...]
Count me as one of the 92% of adults in the United States who use the Internet to research what they want to buy before they actually purchase it and one of the 55% who use a review to help make that purchase decision -- much to the chagrin of a dental insurance practice my wife and I were recently researching. You see, what started out as a "likely sale" turned into a no-sale -- all in the time it takes to read 5 Google Reviews. On its Google Place Page, on a 5-star scale, … [Read more...]
How did BP handle the oil spill crisis of spring 2010? Amidst the oil company losing millions of dollars quickly and reporting a net loss of $100 billion by June 2010 (according viagra buy to Network World), BP turned to Online Reputation Management in an attempt to undo the damage. According to Marketing Pilgrim, BP conducted a thorough pay-per-click ad campaign through Google, buying terms such as “leak” and “oil spill.” BP spent about $3.7 … [Read more...]
When it comes to online reputation management, one must work quickly and use clever ways to reach out to their customers. In a situation where a company’s integrity is being questioned, it is even more important to do this in a responsible fashion. One company who got it right—Taco Bell. It Is Important to Have a Crisis PR Strategy in Place When a law firm in Alabama sued Taco Bell last spring in an attempt to bring the fast-food giant to its knees, Taco Bell struck back with a … [Read more...]