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Corporate Reputation on Complaint Sites

In February 2002 Forbes.com wrote an interesting piece about “The Best Corporate Complaint Sites.”

The author wasn’t talking about the customer care site ran by the company, but sites that were launched by aggravated consumers who wanted to be heard. The best complaint sites included a list of top brands that had aggravated so severely that they took the web into their own hands.

The Forbes opening line sums it up:

top-complaint-sites
Hell hath no fury like a paying customer scorned. Whether because of a declining level in customer service or the ease of publishing on the Internet, hundreds–if not thousands–of dissatisfied customers have taken their complaints public, giving birth to a new form: The Corporate Complaint Web site. Read more

The digital cookie jar- ethics, liability, legality meet reputation

One of the things that sets my team apart is our ability to dig up remarkably obscure information and use our insight to connect it to other digital resources. Sometimes these resources connect to obvious online repositories (Google, Twitter, Facebook, Yelp), while at other times it connects to second and third tier data (home sales, political contributions, census data, employee lists.)

The most interesting part of our work is between the connection of digital information and real world information that has often been ignored for months, years or even decades. New strategic and tactical information allows us to redesign business models and locate areas of efficiency, risk and opportunity (sample connection points for digital and real world data include human resources, stock changes, executive communication, employee management, customer care, fulfillment, sales, etc.) Read more