In Cluetrain, one of their first examples of where the web will take us is about a car dealership that offers shoddy service getting bad publicity online and their business suffering as a result of online conversations. Word gets around.
WOM legend insists that a good experience will be shared with 5 friends whereas details of a bad experience will be shared with a circle double the size. This blog article on Influential Marketing
looks at steps you can take to limit damage from a ‘blog crisis’ (NB- Prevention is better than cure!)
On seeing this I had wanted to put this onto the Rubber Republic blog, but think the article is probably pertinent to all our companies.
In short, here’s what Rohit suggests:
- Identify the participants.
- Evaluate the conversation.
- Respond authentically.
- Publish your point of view.
- Monitor and respond to the conversation.
(Number 3 being the most important) (Or is it?)
