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This week's Secret Shopper programme seems to have resulted in some much-needed improvement to CSL's customer service, but the sofa retailer also needs to look at its web presence.
It seems that there are plenty of negative comments about CSL online, including an entire website devoted to complaints about the company. So what can CSL do about this?
Monitoring what your customers are saying about you online can help you develop a better product. However, some travel companies could do more to improve their online reputations.
How often do you Google your own name? And how often do you Google the names of potential employees before opting to hire them? In these data-driven times, it is important to recognise that personal information is becoming much more accessible and can impact you both postively and negatively.
In his new book, iCrossing's Antony Mayfield addresses how to manage personal online reputation effectively. We recently caught up with Antony at the launch of Me and My Web Shadow to find out more.
In today's internet-enabled world, your 'reputation' is arguably more important than it has ever been in the past. Increasingly, information about you and your business will find its way online, and what people say about you online has the potential to become a significant asset or liability.
So it's no surprise that 'online reputation management' is a hot area. But as with SEO and social media, many mistakes are made.
Here are 10 of the most common...
Last week, I wrote about Unvarnished, the 'Yelp for people' startup that has sparked a decent amount of controversy since publicly launching a private beta. In my post on the company, I echoed the sentiments of a good number of fellow bloggers and suggested that Unvarnished "may be 2010's worst startup."
Unvarnished's co-founder, Peter Kazanjy, left a comment on my post, which was shortly thereafter followed by an interesting comment from a fellow going by the name of "Mike."
Online reputation management is an increasingly important subject for businesses. And for good reason: consumers are on the internet, and they're talking about the businesses they interact with. From reviews posted on sites like Amazon to dedicated customer review hubs like Yelp, there is no shortage of online places for consumers to express their opinions about businesses (and their products and services).
But what about individuals? While some have tried to bring the reviews to an individual level, there's really no Yelp for people. A new startup that is receiving some attention and sparking some controversy hopes to change that.
What is more important than your reputation? For most individuals and businesses, the answer to that is simple: "not much."
Our increasingly networked world has only boosted the importance of reputation. On the internet, the investment often seen today in PR, social media and reputation management solutions highlights this.
By now, the @VodafoneUK story which broke on Friday afternoon is, to many of us, well known. However, has this really damaged the reputation of the brand or has it had the adverse affect?
On Monday, @Lakey (Can you see how we're now using Twitter handles instead of names. Most odd) wrote an interesting post on the story which encouraged Dan, a Vodafone representative, to respond, and fair play to Vodafone for doing so. There is mixed opinion about how well Vodafone handled the aftermath because there is no fixed "process" on dealing with such situations.
However, I believe something really positive has come out of this, which may benefit Vodafone and other organisations embracing social media...
This month I’ve continued the theme from the last post on TV brands and social media, and have applied our social media reputation scoring to the political domain.
So whose performance is good, whose is bad and which party’s approach is downright ugly?
The internet is filled with opinions and marketing. Well, opinions, marketing and porn, if you want to be exact, but those three cover pretty much everything!
Many companies would much rather prospective clients read their marketing and avoid any opinions about their products or services. After all, although some of that feedback may be good, it’s beyond corporate control. For any business that isn’t used to the online environment, that’s a scary thing.
The two main party leaders are failing to protect their personal brands in the search results, with unofficial and negative websites ranking in the first page of Google.
As reported at the end of last week, staff from DSGi group, which runs Dixons and PC World, have set up a Facebook group which includes several posts slagging off customers.
The DSGi employees' Facebook group, which has 3,000 members, is marked as unofficial, but it will still cause plenty of embarrassment to the company, and won't go down too well with any customers whoh happen to read it.