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Attack of the Customers: Why Critics Assault Brands Online & How to Avoid Victimization

Yesterday’s Biznology® Webinar by Paul Gillin was about how to prepare for and prevent social media attacks on your brand.  That Facebook page you set up to promote your business might just become your biggest headache. Customers who used to suffer frustration in silence now have a voice, and they’re taking their opinions to the whole world. Customer attacks on brands via Twitter, blogs, Facebook, Change.org and many other outlets are skyrocketing, and the task of protecting brand reputation has become one of the top concerns of corporate executives and marketers.

You no longer have the luxury to think. Attacks can go viral in hours, and your response has to be in real time. The good news is that angry critics can become raving fans when handled skillfully, and vocal customers can make your business better. About 90% of angry customers can be satisfied with a little TLC.

Angry_Customer
Photo credit: Automotivespace

In this free 30-minute Biznology® Webinar, Paul Gillin explains:

  • How customer attackers use social media to build momentum for their cause
  • The five most common mistakes businesses make when responding to critics
  • How to prevent the most common attacks

 

Thanks to all our sponsors:

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Mike Moran

Mike Moran is an expert in internet marketing, search technology, social media, text analytics, web personalization, and web metrics, who, as a Certified Speaking Professional, regularly makes speaking appearances. Mike’s previous appearances include keynote speaking appearances worldwide. Mike serves as a senior strategist for Converseon, an AI powered consumer intelligence technology and consulting firm. He is also a senior strategist for SoloSegment, a marketing automation software solutions and services firm. Mike also serves as a member of the Board of Directors of SEMPO. Mike spent 30 years at IBM, rising to Distinguished Engineer, an executive-level technical position. Mike held various roles in his IBM career, including eight years at IBM’s customer-facing website, ibm.com, most recently as the Manager of ibm.com Web Experience, where he led 65 information architects, web designers, webmasters, programmers, and technical architects around the world. Mike's newest book is Outside-In Marketing with world-renowned author James Mathewson. He is co-author of the best-selling Search Engine Marketing, Inc. (with fellow search marketing expert Bill Hunt), now in its Third Edition. Mike is also the author of the acclaimed internet marketing book, Do It Wrong Quickly: How the Web Changes the Old Marketing Rules, named one of best business books of 2007 by the Miami Herald. Mike founded and writes for Biznology® and writes regularly for other blogs. In addition to Mike’s broad technical background, he holds an Advanced Certificate in Market Management Practice from the Royal UK Charter Institute of Marketing and is a Visiting Lecturer at the University of Virginia’s Darden School of Business. He also teaches at Rutgers Business School. He is a Senior Fellow at the Society for New Communications Research. Mike worked at ibm.com from 1998 through 2006, pioneering IBM’s successful search marketing program. IBM’s website of over two million pages was a classic “big company” website that has traditionally been difficult to optimize for search marketing. Mike, working with Bill Hunt, developed a strategy for search engine marketing that works for any business, large or small. Moran and Hunt spearheaded IBM’s content improvement that has resulted in dramatic gains in traffic from Google and other internet portals.

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