In my latest book, Repped, I outline a number of different ways to handle negative reviews about your business. Fining the customer is not one of them. You’d think that would be a no-brainer, but that hasn’t stopped some companies from inserting language that essential results in a “fine” for any negative reviews posted online. Well, under a new law, just signed by California governor Jerry Brown, consumers are now protected from so-called non-disparagement clauses: This bill would prohibit a contract or proposed contract for the sale or lease of consumer goods or services from including a provision waiving the consumer’s
In a desperate effort to get back on top after two major tragedies in several months, Malaysia Airlines launched a large, and very inappropriately named, contest. On Monday, the “My Ultimate Bucket List” contest was announced. The company promptly attempted to erase all evidence of the contest just two days later following public outrage. A statement from the airline said that the contest in Australia and New Zealand was “found to be inappropriate at this point of time,” and “The airline appreciates and respects the sentiments of the public and in no way did it intend to offend any parties.” People were less
We’ve long offered APIs for our social media monitoring, but with today’s launch of Senfluence, we’re expanding our offering of “big data” APIs. Senfluence–think sentiment+influence–will allow us to offer a broader range of API services and also keep our Trackur dashboard plans separated from our developer options. With the launch, we’re adding our Lite Media Monitoring plan, which gets you our social media monitoring data for just $470 a month. We also have a bootstrapped version for start-ups that starts at just $270! There’s also our Sentiment & Influence Analysis API–which we’re dropping in price to just $370 a month. This
You hear this complaint a lot in reputation management circles… Mercurio, the owner of an auto-body shop called Wheel Techniques, said that Yelp posted “false reviews” to get him to advertise, and Chan, a dentist, claimed that “Yelp removed nine 5-star reviews” from her page after she refused to advertise, the ruling states. After Chan gave in and signed an advertising contract with Yelp, her overall rating increased to four stars and several five-stars reviews were re-posted, she said. After losing their original class action law suit–claiming Yelp’s extortion–the case was this week similarly dismissed by an appeal court. Of
They all make the top ten of Glassdoor’s new infographic showing the companies with the best culture and values–as voted by their employees. The fact that Chick-fil-a makes the list is a strong reminder that your business doesn’t have to have a strong reputation with everyone. If it can resonate with its employees and its customers, it will do well.
A new study shows that Brits are increasingly turning to social media to vent their frustrations and share their complaints. That’s all well and good, unless you happen to be a patient at a Braintree GP surgery. They’ve decided to stretch the NHS zero tolerance policy to social media–meaning that your only option to complain is in writing to the practice manager: The surgery claims they are trying to stop abusive comments and “appalling language” but the actual sign doesn’t seem to reflect that. It would have been better if they had been honest and simply claimed that they are not
Just a heads-up that we’ve decided to provide Tumblr as a separate source to monitor. Previously, it was part of our News/Blogs source, but we realized that for some popular/generic keywords (iPhone etc) it could generate more noise than signal. With this small change, you will be able to decide if Tumblr is a source that you wish to monitor for your keywords.
We have some cool new updates to share with you! We’ve just rolled out an improved Influence Rank screen, with data that should be more valuable in gauging the influence/authority of a web site discussing your keyword. As Alexa data continues to deteriorate, we’ve instead partnered with Majestic to help us to fine tune our influence metrics. As you can see, we’re still showing your an overall Influence Rank score, screenshot, and website title. We’re now also sharing: Size – the number of pages the site has in the search engines Authority – the number web sites linking to the site. Popularity
In my recent discussion with Martin Brossman, I mentioned the concept of “digital shrinkage.” For those of you not familiar with the retail term “inventory shrinkage,” it might be good to get that baseline definition: The loss of inventory that can be attributed to factors including employee theft, shoplifting, administrative error, vendor fraud, damage in transit or in store and cashier errors that benefit the customer. In the traditional retail industry, shrinkage is calculated and accepted as a cost of doing business. It can be mitigated with checks and balances, but for the most part, retailers accept that 1 to 3%
Just a quick note to let you know that my new book, Repped: 30 Days to a Better Online Reputation, is currently on sale for just $0.99 for the Kindle version. If you’ve not yet picked up a copy, I promise you’ll find at least one lightbulb tactic that will be worth the dollar you spent. You’d better hurry though. The sale ends tonight! Grab your copy here.