Posts Tagged ‘online’

How To Accidentally Destroy Your Online Reputation

Tuesday, August 24th, 2010

To me this photo represents the attitudes of a majority of Americans today.

For the last 10 years of my life, I wrote about people who lived in what most residents of planet earth would consider fairly palatial surroundings – small towns and suburbia. Yet, despite the fact that if you own a car you’re in the richest 2 percent of the world, most of us act like we’re in the bottom third, searching for scraps. In reality, most of the world would be happy to live off of what lands in our trash cans on a nightly basis.

What does this have to do with social media and online marketing? Everything, really. If this were a blog like Zen Habits, I’d wax eloquent about how you ought to feel grateful for what you have, or whatever. But this is a blog about digital marketing. So my point here is simple. Don’t weave these sorts of messages into what you look like online. One of the things I cherish about the online marketing world, is how positive the culture is. Sure, we have our bad apples. But by and large the community is friendly. And just about anyone except celebrities will respond to your tweets. We like it that way. And we tend to help others who want to keep it that way.

But when you’re only out for yourself, don’t help others out online, don’t really care about anyone else in the online space, and your tone and picture smacks of bitterness, frustration, anger, or just plain weirdness, then don’t expect people to follow you, retweet your blog posts, or even generally want to speak with you.

People like nice people. Remember that.

We on the Internet are a bunch of imperfect individuals, no doubt. But every day we strive hard to learn, grow, sell, and perhaps most importantly, just share and help. And negative values and attitudes like this bumper sticker proclaiming the loss of hope in the world, is exactly the kind of stuff I’d advise you stay clear of, unless of course you don’t want to accomplish anything useful online.

Am I too Pollyanish here? You tell me.

Online branding in three simple steps

Monday, June 28th, 2010

My Comment Line - Call me!

Many businesses are hopping on the Facebook bandwagon. There’s a lot of merit to that. But there are three easy steps every business should take first to help their online brands, prior to worrying about Facebook. This is especially true if the business works directly with the end user,  like a hotel, restaurant or retail store. Search for your business online, and respond to what’s already posted.

Often Google Local search will come up.

1.     Check and make sure that all the information about your business is accurate. If not, fix it. Do this for Bing and Yahoo as well. Then search using your company’s name on these different sites, to pull up any mentions you may not already know about, which could impact your online branding.

2.     Read every comment you see on the first couple pages of Google, related to your business. Publicly thank those who said nice things about your business. That builds your brand with that loyal customer and other readers. Everyone feels good when they are acknowledged. This is a powerful mechanism for building brand awareness. So few businesses actually take the time to go online and respond back to those who post nice things about them. If you overheard someone saying something nice about you at a conference, you’d probably thank them. The same goes for online comments.

3.     Respond to negative comments by publicly or privately apologizing to the person who had the bad experience, and offer in some way to remedy the situation, through perhaps a free item. If you think it might take a deeper conversation to unravel the situation, be sure to give the individual your e-mail, or direct the person to your website, so the discussion doesn’t take place online. This shows others you care about the complaint, and want to deal with it in a professional manner. This naturally helps your online branding.

If possible, try to make the initial apology public, because that builds your company’s credibility. Everyone knows companies make mistakes. What really impresses people are those companies that acknowledge making a mistake, and work to fix it. Making an apology public in most cases only helps your online reputation, so long as you’re not constantly having to apologize online. This all helps your online branding. Once you’ve done all this, set up alerts, so in the future you’ll be able to quickly respond to comments posted about your business.

Photo Credit: Gregoconnell