Reputation Management
Social Media: Bad Customer Service Has an Echo Chamber Online
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Written By Noah Mallin | October 16, 2009 | Share This
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I did something a few days ago I rarely if ever do. I lost it. I got really mad and went to a terrible terrible place. That place was the one where you end up holding your iPhone up to a customer service representative and saying “I work in social media! Do you know how bad this service is for your company’s reputation!”
Oh yes, and I had the negative tweets there to prove it.
I won’t go into the details of my horror story on Delta Airlines which prompted this outburst, but you can read more about it here on the Huffington Post.
Blogging: CNN and Larry King Caught Stealing Blog Content - UPDATE
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Written By Noah Mallin | May 11, 2009 | Share This
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Accusing Larry King and CNN of content theft on Larry King’s blog may seem pretty brazen but it has and continues to happen. It’s interesting that the AP and several major media organizations including Rupert Murdoch’s Wall Street Journal have been huffing and puffing lately over news aggregators who link to their content. At least when that happens, the aggregators (like Google News and Huffington Post) give attribution and send visitors who want more info to the main story.
Update: Domino’s Takes Our Advice – Too Late to Fight Social Media Slosh?
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Written By Noah Mallin | April 16, 2009 | Share This
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I expect our payment from Domino’s any day now, though I won’t be so churlish as to hold them to their own 30 minutes-or-less delivery guarantee. However, that pledge of swift action should have rang more true for a company that’s been forced into an embrace of the social media bullhorn and now has to play catch up with a story that’s still moving.
Domino’s did take the advice I gave them two days ago here on SearchViews – they made a YouTube video detailing their response to the two errant employees who posted footage of some naughty sandwich-making at a local Domino’s restaurant. Unfortunately by the time they had all their new social media profiles set up on sites like Twitter and uploaded their video to YouTube, the original story had time to go truly viral.