This document discusses the importance of online presence and reputation management. It notes that people frequently discuss brands, products, and businesses online via forums, reviews, and social media. Even a few negative comments can damage a brand. The document advises businesses to actively monitor online conversations, address customer complaints head on, and learn from examples like Dell's experiences with negative online feedback. It emphasizes the importance of transparency, communication, and developing direct links to customer communities.
11. Privacy will still live on, but will be so transformed as to become almost unrecognizableJust Deal With It http://www.techcrunch.com/2009/12/30/we-all-live-in-public/
12. Digital Life Transparent Life “ Your iPhone tracks you everywhere you go, and so do most phones these days. You knew that already. The reason this is a big story now is because it turns out that for the past 10 months Apple has been keeping your location data on a file in your iPhone itself where someone who knows how to get it, and has possession of your phone, could find it and figure out where you’ve been.” http://techcrunch.com/2011/04/21/apple-tracking-location-database/
13. Transparent Life “ Apple has been under scrutiny over location data privacy concerns, but the Wall Street Journal reports that Google collects location information multiple times an hour. Google Android phones collect user location information as well as details about surrounding Wi-Fi access points, according to security analysts. The data collection spurs a multi-billion dollar location-based services market. ” http://online.wsj.com/article/SB10001424052748703983704576277101723453610.html
20. “I just got a new Delllaptop and paid a fortune for the four-year, in-home service. The machine is a lemon and the service is a lie. I'm having all kinds of trouble with the hardware: overheats, network doesn't work, maxes out on CPU usage. It's a lemon. ” This comment strikes at the heart of the company: the product, the service, marketing, pricing and, most critically, the Dell brand.
31. No shortcuts are possible. Implementing business change requires much effort across departments. http://www.customerthink.com/article/you_can_learn_dell_hell_dell_did
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33. Think “Dell hell” A few mistreated consumers can cause tremendous damage to brands by blogging or posting a video on YouTube. Think Free marketing Happy consumers can create a groundswell of support, which has helped lift online retailer Zappos to $1 billion in annual sales in just a few years.
36. Consumer usage of social media has exploded in recent years, including blogs, review sites, Facebook and more recently, Twitter. There are now lots of options to rave about great experiences or vent about bad ones.
40. Twitter is becoming a common channel for consumers to voice their complaints about poor service experiences. Using the Twitter API, enterprise applications can search on brand or product names to capture tweets for analysis. Using sentiment analysis, negative tweets can be identified for priority handling by customer service reps.
42. It’s true that social media is a chaotic and noisy world where it can be challenging to “separate the wheat from the chaff.” Plus, how do you know that the complainers are really your customers? Despite these challenges, you can’t afford to turn a deaf ear to social voices.
46. Case Sharing… Online Business vs Online Forum Venue Rental vsFacebook + Press Conference Warranty Item vs Phone Call Threat (Facebook) FACEBOOK: P1 vsStreamyx
56. Teamwork, transparency and frequent consistent communication are key in this new world.
57. No shortcuts are possible. Implementing business change requires much effort across departments. http://www.customerthink.com/article/you_can_learn_dell_hell_dell_did