Making Friends & Building Rapport

Posted by Alysson on April 1, 2010 with 4 Comments

It seems like every time I turn around I’m getting an e-mail, a Facebook friend request, an IM ping, a Twitter @reply or an invitation to connect with someone on a seemingly endless number of social media and networking outlets. Some people reach out their virtual hands very well. Others…not so much. Some are curt and rude. Others are obnoxious or creepy.

Let’s face it, while connecting with like-minded people and making friends may be among our many motivations to engage in social circles, there’s also a component of selfishness involved. The vast majority of us, at some point, hope to use the networks we invest so much time in building to help us accomplish a goal. You wouldn’t ask a stranger to buy you lunch. What makes you think asking a stranger to promote your content is any better? (more…)

Filed Under: Social Media

Charles Preston’s Verified SEO = Verifiable Failure

Posted by Alysson on March 26, 2010 with 11 Comments

Charles Preston Verified SEO Trip Down Fail Road

A new “service” marketed as Verified SEO has been making waves throughout the SEO/SEM industry today. Though I doubt they are the waves it’s founder, Charles Preston – a self-described “SEO Expert” – had been hoping for. Claiming to have been a search marketing professional since 1999, Mr. Preston has found his reputation and previous anonymity in industry circles coming under fire from search marketing veterans and douchebaggary outers far & wide. Why, you might ask, would the industry be so quick to damn someone whose intentions might seem benevolent and in the best interest of consumers? There are a lot of reasons…

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Filed Under: Shenanigans

When Loyal Customers Feel Wronged

Posted by Alysson on March 1, 2010 with 12 Comments

When I published my “Best Buy’s Reputation Management Nightmare” post, Darren Slatten (a.k.a. SEO Mofo) left a brief comment about his horrific customer service experience with Best Buy. At that time he offered to share the letter he wrote to Best Buy regarding his experience so I could post it for my readers.

Are you kidding? OF COURSE I’d like to post it! So here it is. In all it’s level-headed glory…which, for those of you who know Darren, is a bit shocking, to say the least! I admire his restraint and believe anyone suffering from this kind of poor customer service should follow his lead and write a similarly candid, level-headed and strongly worded letter to the company that has wronged you. Should they receive enough of these letters, they will – at the very least – be forced to admit that they were aware of the issues and simply chose to do nothing about them. Without further ado, I give you the most rational and expletive-free rant ever created by the infamous SEO Mofo: (more…)

Filed Under: Reputation Management

Best Buy's Reputation Management Nightmare

Posted by Alysson on February 19, 2010 with 5 Comments

Solar Dave Best Buy SignBusinesses often tout their commitments to great customer service. Sometimes they succeed in their endeavors and sometimes they fail. Okay, more often than not, they fail…and these days the bigger the business, the more prevalent stories of customer service nightmares seem to be. Think about it. If you sell 100 TVs, it’s pretty easy to make those 100 people happy. If you sell 10,000 TVs, chances are someone in that group of 10,000 is going to have an issue of some sort.

Maybe the TV doesn’t work because of a manufacturer defect. Maybe the TV is damaged when it is shipped from the factory, or while in your warehouse, or while in one of your stores, or during delivery, or even after it is loaded into the customer’s vehicle. Shit happens. How you address those, “Ah, crap…” moments will make or break your reputation, whether you’re a Fortune 500 or a Mom & Pop. (more…)

Filed Under: Reputation Management