A presentation I put together for a local American Business Women\'s Association luncheon to discuss the impact of customer voices in online reputation.

1. Your customers are talking behind your back …it’s time to turn around. Buck Sommerkamp Designer, programmer, multimedia producer

2. It’s happening everywhere Customers are having conversations about you and your business You can ignore them or listen in You don’t have to spend big bucks Just listen…and respond Blogs Facebook Twitter Surveys Online Reviews Foursquare

3. Kansas City companieswhat are people saying? Recent KC tweets:

5. The conversation prism

6. Reviews are vital

7. Realtime search #kcstorms

10. Turning sentiment around

12. Remember this? A Valentine’s Day ice storm in 2007 Left passengers in planes on runways for ten hours and in northeastern U.S. airports for much longer. 1,100 planes were grounded over a six-day period. Response from CEO took days, not hours.

13. JetBlue A single negative blog post can destroy a reputation within days This airline is a joke and anyone who buys this B.S. from this moron deserves to be stranded for 10 hours w/ no food, water or toilets! Boycott Jet-Blew!!” Customers posted their own YouTube videos on February 19, showing themselves abandoned in airports, eating junk food for 24 hours and hoping to get somewhere.

14. Remember to available to you online. use the tools

15. Most of them are …but require your attention. free to use

16. Use your …because you’re dealing with people! personal voice

17. Don’t be afraid to …because we all make them. admit mistakes

18. Reinforce by helping customers with issues. a positive image

19. Be sure to often, with real people. test your site

20. Be sure to Through uncharted territory. ask for help