How’s Your Brand Reputation Doing?

By February 24 2009, 11:05 am 1 Comment
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Gotta be careful here as I’m taking Kevin May’s word for the verification of the commenter being from Ryanair. BUT if it IS someone from the company, this is a really good example of how NOT to comment on a blog post or on a forum on behalf of your company/brand.


 


Someone has an issue with your product or service, or finds a bug. They write about it on their blog because they can, and they want to raise awareness of a loophole etc.


 


Someone from the company finds the blog post or it’s brought to their attention.


 


Do you:


 


A) Ignore it as mere piffile paffle


 


B) Thank the poster for raising the issue and let them know you’re working to resolve it. Or explain that it might be “by design” but that you’ve taken their thoughts on board, passing it on to internal teams and then use the opportunity to solicit more feedback in order to make your products and service better – because, after all, you’re a customer-centric organisation right?


 


C) Start ranting and raving, accusing the poster of being a liar, having a pathetic life and talking boll**ks!


 


Answers on a PC!

  • ANDREW WEIR

    Read ‘What Would Google Do?’ (Jarvis) the Dell hell story. He gave Michael Dell some great advice because, at the time, Dell’s answer would have A). Big mistake. I posted about it the other day.

Jobs