Browsing all posts in "Reputation Management".

Do You List LinkedIn or Twitter on Your Business Card?

Just as poor advertising fails to convert impressions into sales, blindly promoting your social media presence may serve little constructive purpose.

Stocking Up on Heinz Ketchup

Heinz is changing its ketchup recipe later this year. This weekend I noticed a lot of grocery shoppers stocking up on the original formula. Maybe they hope to ride out the change until Heinz introduces the original formula next year.

Toyota: How Being First Hurts Your Reputation

Car makers are finding safety in numbers when it comes to their company’s reputation.

God Wants Me to Purchase Baseball Tickets? Really?

Apparently, God is worried about Joliet’s independent baseball club.

Writing a Strategic Communications Plan: Key Messages

The second article in this six-part series explains the difference between Talking Points and Message Maps, and when to deploy either method.

Using Social Media to Promote Your Charity

Whether you choose a Facebook Fan Page, Twitter, or both, social media gives you the ability to connect with people who share your passion and world-view. Here’s how to promote your cause.

Why You Should Be Proactive with Bad News

Would you rather discover bad news from the source or read about it somewhere else?

What to Do When 100,000 People on Facebook Hate You

Let’s assume for a moment that your brand faced a similar negative reaction to your brand, but the complaints are read, pointed, and harmful to your brand reputation? What would you do?

What Twitter’s DoS Attack Can Teach Us

Both Facebook and Twitter were victims of a Denial-of-Service Attack on Thursday. While Facebook proved more robust to a DoS attack, media darling Twitter struggled to keep their popular message service online throughout the day. In the process, we learned a lot about a service many people use as a key marketing communication vehicle.

My Great Customer Service Experience with Dean’s Dairy

For people who believe great customer service is a thing of the past, let me tell you about my experience with the Chicago office of Dean’s Dairy earlier this week.

Three Things People Want to Know in a Crisis

If you can’t answer these questions first, you can lose control of accurate information as others fill the void—and perhaps, inaccurately.

Would You See a Movie that a Facebook Friend Hated?

Hollywood marketers historically have judged a movie’s buzz by its ticket sales. But with social media speeding up word-of-mouth reviews, it is becoming possible for a Friday Blockbuster to become a Saturday Meltdown.

Reputation Management in the Check-Out Line

Over the years, I’ve seen research that many companies could avert lawsuits if someone simply accepts responsibility and apologizes when there is a mistake. Such a simple gesture goes a long way towards healing a grievance even when the customer isn’t seeking any special consideration.

If this example is typical, there is a big lesson for us all.

March’s 5 Most Read Stories

So what are you reading? Here’s March’s 5 Most Read Stories.

Are You a Salesman of Ideas?

Yes, you may juggle tons of deadlines, but you still work with only a handful of clients directly. If you know your customers well enough, you become a partner in the success of their business.