Concept #3: GLOBALISM IS BIDIRECTIONAL |
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Businesses around the world have embraced the ability of the Internet to open new markets. Ironically, that same free-wheeling global interconnectivity provides an opportunity for dissatisfied customers to cause substantial damage to brand and loss of revenue. And, the numbers aren't small—1,000,000 page views on YouTube is equivalent to $720,000 in negative ads. (MediaPost 2010) |
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Identify
Intervene
Prevent
Not all customer disagreements turn into online rants or national media stories. Many do. Recognizing which conflicts are likely to escalate is key in preventing a misinformation campaign that can linger on the Internet forever.
We help you identify brand-damaging situations in two ways:
Our Lookout Web Monitoring service constantly scans more than 100,000 blogs, consumer complaint sites, social networking communities, and domain registrars for negative comments about our clients' products or services.
- Outreach Development uses social networking tools and other methods to develop pathways for dissatisfied customers and clients to dialogue with you rather than going to the media or blasting you on the web.
- Brushfire Training gives your support team the ability to recognize and properly respond to customers whose reactions may lean more toward burning-the-bridge than burying-the-hatchet.