One of the biggest concerns my clients have is what to do about managing their reputation online. In this Washington Post article from Paul Carr of Tech Crunch, he describes how Twitter has sparked numerous nightmare scenarios for companies. Everyone is a broadcaster in social media and the power’s in the rebroadcast or retweet.
Really there’s only one answer and it’s one that strikes at the very heart of the established hierarchy of customer importance. Companies are going to have to start treating every single customer like a VIP. Actually, no, it’s worse than that consider the Hidden Eloise example; she wasn’t a customer, but just a humble designer. Companies are going to have to start treating every single person in the world like a VIP. In all areas of their business they’re going to have to make sure they’re purer than pure; they’re going to have to examine every one of their processes to ensure that no one is getting screwed over. Moreover, they’re going to have to treat every complaint like it’s the most important complaint they’ve ever received, lest the complainer take their fight to Twitter.
I’m offering a Reputation Management Class to help businesses and individuals develop a strategy to highlight the good things people should know about them online.
For more info on the class, click here.
