Here are a bunch of links on the topic.
I love the phrase he uses - Social Media Radar
Great takeaway paragraph from the post ...
How we find the information that is important to us has changed dramatically over the last ten years. We now live in a world where the internet and search engines dominate our business, personal and professional research. How we are seen by others can be enhanced or degraded in an instant and our personal brand, whether good or bad, can be now globally amplified.
You don't have to be crazy to make it go viral...
The hard part is devising an intelligent campaign that fits with the brand of your company. Viral marketing doesn’t have to be gimmicky videos, if you’re focussing on a core market, then your ‘viral agent’ need only be a message on your own website that is provocative or enticing enough to prompt visitors to pass the URL of that page on to others that would be interested. So whatever format your viral marketing takes, do make it as easy as possible for people to spread the word, such as ’share with a friend’ links.
Don't forget this very important fact
Your customers are smart, but as marketers, we often misconstrue what they are telling us.
This is the same technique I use for reputation management
There is hope and there is a remedy to these pesky ripoff reports. Many companies like the one I work for offers the service of removing ripoff report complaints. The fact is it may be almost impossible to make ripoff report remove the complaint off of their website, however most people only find the complaint when they “Google” your company name. This is where an online reputation management company can help you. Since the most common way a person finds these complaints is by searching you name on google and other search engines, all that needs to be done is make sure they can’t find them!
Customer satisfaction and reputation management
Three strikes and you are out – Dissatisfied Customers drop retailers after only 3 negative experiences.
A study by IBM® Institute of Business Value of 30,000 US consumers in September and November 2008 revealed that, on average, consumers will drop allegiance to retailers after an average of 3.1 negative experiences. “Consumers from 18 to 24 years old have more patience – changing retailers after an 3.5 negative experiences. Consumers who are 65 and older aren’t as forgiving – changing after only 2.9 bad encounters.”
A bad review can affect a small business even more than a big business
Never has the opinion of the individual been as powerful as it is today. One negative blog post or product review can spread online in a flash and change the direction of a company. Reputation management isn’t just for big companies and brands —
