CRM Buyer Talkback

Re: Safeguarding the Crown Jewels With Online Brand Monitoring
Posted by: Jeff Zabin 2009-06-11 08:49:42

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The most valuable asset of a company is its good name. Yet the rapid growth of the Internet and the explosion of social media, in particular, have made it infinitely more challenging for a company to protect its good name. Recent examples abound of how, owing to the viral effect of social media, ordinary people now wield the power to do untold harm to a brand. Consider the case of Domino's Pizza. In April, the fast food chain's brand reputation was dealt a serious blow when two of its employees posted a YouTube video of themselves engaged in a series of health code violations.

The most important parameter
Posted by: Grannelle 2009-06-11 16:05:20 In reply to: Jeff Zabin

Sorry, Mr. Zabin, but your excellent report appears to have ignored the most important metric of all: It's called being proactive. Don't give the disgruntled customer/employee/etc. a reason to complain in the first place.