Tag Archives: brand monitoring

But 37signals are just neglecting their customers

There’s been a bit of a spat between 37signals and Get Satisfaction today, after Mike Stanley took offence at Get Satisfaction’s efforts to get companies to take notice of their customers.

I really admire Get Satisfaction for the way it sort of shames companies who don’t provide good customer service.

I’ve never experienced 37signals’ customer support but plenty of people seem to think it’s top notch, so I can understand why the wording on Get Satisfaction would be hurtful to their reputation.

To their credit, Get Satisfaction have realised their mistake in how they word their site and responded well to Mike’s post.

However, I do think that 37signals are missing something.

In my last post I spoke about the open nature of the internet, that people will talk about companies on tools like Get Satisfaction and that any company hoping to maintain a good reputation needs to be monitoring these sites.

I also believe that the internet enables people to play by their own rules and that if companies are to provide the best customer service they should be prepared to do that in the customer’s preferred method.

Mike slammed Get Satisfaction’s approach saying,

 Their brand of “open” means “only on Get Satisfaction.”

Surely Mike is being hypocritical, though? If 37signals are committed to providing excellent customer service, shouldn’t they deliver that service via whatever means customers ask for it?

They already do that through Twitter, so why not Get Satisfaction?

Mike suggests that,

When customers see a “support site for 37signals” and an open text field, they’ll post their concerns and they’ll get pissed when they don’t hear back. I would be too!

That’s certainly not a good thing, but by not taking part in Get Satisfaction aren’t 37signals just neglecting those customers?

What do you think? Should 37signals use Get Satisfaction like they use Twitter or should Get Satisfaction be making sure that visitors to their site are well informed that 37signals has it’s own support area?

Update: I’ve added my thoughts to the comments of Mike’s original post. Do find on “Philip John” to see it. Maybe 37signals didn’t like my comment, ’cause it’s been deleted. I’ve commented again asking why. Let’s see if that one stays there.

The internet will make you accountable for your actions

I wouldn’t normally advocate reading The Sun, but as much as it pains me to do so I need to make a point.

A woman has apparently initiated divorce proceedings against her husband after spotting his car outside another woman’s house, on Google Street View.

“Top media laywer Mark Stephens” was quoted saying, “I suspect the husband’s lawyers will claim it was an invasion of privacy that will cost him his marriage and Range Rover.”

He may well lose his marriage and precious shagg wagon but it’s not Street View that’s brought that cost upon him, he’s done that all on his own.

And here, my patient readers, is where my point comes in.

The internet is an open and democratic medium. Get filmed, photographed or otherwise captured doing something you shouldn’t and you could well face the consequences.

It’s not the fault of the internet, of Google, of ISPs or of web site owners. It’s your fault.

Moaning about having your ‘privacy invaded’ because you got caught humping your cleaner thanks to the internet is akin to complaining that you got caught speeding because you happened to have been followed by an un-marked Police car.

The solution is quite simple: don’t do anything you wouldn’t want anyone knowing about. Especially cheating on your wife!

And guess what, the same applies (even more so, in fact) to companies.

On an almost daily basis my twitterstream contains tweets pertaining to bad customer service. I always worry for those companies. I wish, for their sake, that they’re monitoring Twitter, and the rest of the web.

If not, they are potentially letting their reputation sink lower and lower. As tools like Twitter, Facebook and Get Satisfaction gain traction, more and more people are making themselves heard. Word of mouth as a communication medium has rocketed to new heights.

So, if you’re a business do two things right now.

  1. Smarten up. Don’t do anything you wouldn’t mind the world knowing about.
  2. Keep an eye on what’s happening to your brand online. Failure to do so could result in a seriously damaged reputation.

LinkedIn Now Major Factor in Online Reputation

I’ve not been much of a fan of LinkedIn. It’s too closed off and there just aren’t enough ways to interact. I prefer networking through the likes of Twitter or Facebook.

One example is how easy it is to create a presence for your company or brand. Previously, LinkedIn only gave you the ability to create your personal profile. Facebook, on the other, with fan pages, makes it easy to both establish a brand presence and encourage people to interact.

The closed nature of LinkedIn alienated it from the rest of the social media space, in a way, because it didn’t allow much integration. On the other hand, services like Twitter, Facebook and FriendFeed have APIs and actively encourage integration with other services.

LinkedIn seemed to be saying “Nope, if you want to tell people what you’re doing, do it here.”

Now all that may be changing.

Three weeks ago, they launched their Applications platform. It’s not completely open, which is a shame, with applications having to go through LinkedIn approval, but it’s a start. I’ll be looking forward to the Twitter application (listen up LinkedIn staff!)

This week comes an bigger step and one that interests me even more: company profiles. I’ve created mine.

It does worry me how easy it is to create (or claim) a company profile, though. Which also means that it’s important that any company make sure they’re LinkedIn profile is looked after by someone in their organisation.

Even more so now that the profiles are public, as announced earlier today. Anybody searching for your company name may well come across your LinkedIn profile

With the very social, democratised internet we are experiencing, reputation management is a big concern. LinkedIn just added themselves to the list of sites to be on by default.