So Marketo had a bad day yesterday. They forgot to renew their domain, causing the site to be down, and plenty of frustration and panic for their customers. Believe it or not, this happens. A few years ago here I briefly lost the mackcollier.com domain for the same reason, I thought it was set to […]
Gini Dietrich Co-Hosts #Blogchat TONIGHT on Using Your Blog As a Communication Tool During a Crisis
Here’s the transcript from tonight’s #Blogchat with Gini! I’m thrilled to welcome Gini Dietrich as #Blogchat co-host tonight for the first time! I’ve been wanting to have Gini co-host #Blogchat for a couple of years now so I’m happy it is finally happening. Gini will be talking to us about How to Use Your Blog […]
Your Brand’s Legal (and Practical) Options for Addressing Negative Comments
Sooner or later, your brand will receive a negative comment or bad review. Some posts will come from actual customers, others from competitors hoping to poach your customers. Still others will come from trolls: people who have never bought from you, will never buy from you, and seemingly have nothing better to do than make […]
This is Exactly Why Brands Hate Social Media
So over the Thanksgiving weekend there were two big ‘stories’ being covered by all the ‘entertainment’ blogs and bouncing around Twitter. The first was where a guy got on a plane and claimed to have gotten in a ‘feud’ with another passenger. He detailed how she was mean and inconsiderate, then proceeded to bully her […]
Your Complete Guide to Responding to Angry Customers Online
Yesterday we covered the three types of people that you will encounter leaving negative comments about your brand: Angry customers, passionate fans and trolls. Check out yesterday’s post for help on how to identify each and advice on how to respond to each. Today, I wanted to do a deeper dive into how your brand […]