When my friend Tony sent me an email suggesting that Restoration Hardware might make a good topic for a blog post, I almost dismissed it. Gah!@RestoHardware is still at it I see. Massive paper dump on my doorstep. pic.twitter.com/G1YYeuizMU — Tony Spencer (@notsleepy) June 5, 2014 After all, it’s not the first time someone has received a catalog they don’t remember requesting. Fortunately, Tony included links to what others were saying on Twitter. It then became pretty clear that the company had bet big time on a mailing strategy that was backfiring–with no one from the company on Twitter to
One of the reoccurring themes of online reputation management is that your reputation doesn’t take the weekend off. With Trackur, you can monitor your reputation using our dashboard, RSS feeds, and email alerts. Today, we’re updating our email alerts feature to be even more useful. You can now opt to receive email alerts for ALL matches to your search, or receive only those that our automated sentiment algorithm has determined to be negative. By selecting negative only email alerts, you can leave for the weekend knowing that if anything negative pops-up, you’ll get an alert direct to your mailbox. Now
This infographic sums up the disparity between brands and customers, when it comes to social media responses. 80% of brands believe they provide great customer service via social media, while 92% of consumers disagree. The biggest gripe? Slow responses… (via Brickfish)
There are small embarrassments, and there are embarrassments of the large, public variety. The city of Ottawa is experiencing the latter. In an effort to honor (honour?) local hero Jack Purcell, also known as the Stick Doctor, the city hired an artist to create a monument in a local park. Turns out, the designer has access to Google, but missed a few steps in the fact checking process. Instead of researching Jack Purcell, Stick Doctor from Ottawa, the artist read up on Jack Purcell, badminton champion from Ontario. The result? A grouping of giant abstract badminton rackets that look nothing like
A University of Wisconsin-Whitewater professor is disagreeing with the opinion of a former grad student. The student thinks she’s a horrible educator, and she apparently does not. Anthony Llewellyn posted comments and videos accusing Sally Vogl-Bauer of grading unfairly, criticizing him academically, and causing him to flunk out of school after taking a communications class with the professor. Vogl-Bauer’s attorney reports that she did ask Llewellyn to take the commentary down before filing suit, but he refused. He says that he tried to address the issues directly with the professor months before receiving a failing grade in her class, and
The Harris Poll 2014 RQ Summary Report–boy that’s a mouthful–is out and it provides an excellent snapshot of how we perceive the reputations of some of the most visible brands. Here are the top 60… It’s interesting that some of the names that get thrown around for their customer service excellence, don’t even crack the top 10–Kohl’s, Nordstrom, and Lexus (Toyota). And just because you see Monsanto and BP on the list, don’t make the mistake of assuming that means they have a good reputation. Their scores put them in the “Poor” range. Which industries garner the best public perception of
It’s now pretty much well known that brands on Facebook can expect to reach just 6% of their maximum audience. As the chart to the right highlights, the free ride is over for companies, with Facebook now hoping you’ll spend some of your precious advertising dollars to promote your posts to your followers. If you’re like us, that feels like a kick in the macadamias. After all, you can argue that without all “Find us on Facebook” promotion that brands now include with just about all other channel marketing, Facebook might not be quite as big as it is now.
Obviously we use Trackur to monitor our own online reputation, and a couple of days ago we came across this great video tutorial on using Trackur for academic research. Thanks to Gregory Fulkerson for sharing!
Our friend Dr. Leslie Gaines Ross pointed us to a new study from Brandfog that shows the importance of social media for CEOs. As you might expect, the study suggests… 1. Monitoring social media is an effective way to prevent potential reputation crises… 2. Is an important part of public relations… 3. Helps to increase brand awareness and establish industry thought leadership… However, what stands out to me is that in every case, the numbers that agree with each statement are lower in the UK than they are in the US. I recall the late nineties and early 2000s
There’s no doubt that social media listening is still in its infancy. The infographic below demonstrates just that, with only 24% of companies planning to include social media monitoring in their 2014 strategy. Of those that are listening, only 31% think they’re doing it effectively. (Media Mosaic, via MediaBistro)