'mu:kauBehaviour change consultants

‘Will Bartercard be good for my business?”

This is, naturally, one of the first questions a business will ask when considering the Bartercard proposition.  More and more, businesses will go to Google to get a sense of what other businesses have to say about Bartercard and its benefits and drawbacks.

Already this blog has demonstrated that it attracts people who are either looking to express their dissatisfaction about Bartercard or commend it to other businesses.  That’s not surprising.

The web is already full of comments (in all kinds of places; business forums, blogs, articles etc) about Bartercard.  This blog (as its subtitle indicates) is currently acting as a kind of ’sacrificial anode’ – a lump of metal designed specifically to draw the ions out of seawater so they’ll rust the anode and not the more important steel structure around it.  If you get the offshore oil and gas metaphor…

Sadly the orange theme, while being lovely and warm, isn’t very well designed (things not lining up all over the place) so we’re on the hunt for another theme.

As a result, this blog will be changing randomly throughout the day – with odd bits and pieces hanging over from the previous theme making it look out of place…

Don’t worry, it’ll all settle down again soon.

http://media.libsyn.com/media/g2b/CharteredConference.mp3

GetSatisfaction: People-Powered customer service and support

Would you like to offer a support service to your customers? Would you like to be seen doing it?

Enter GetSatisfaction. A site intelligently constructed as an out-house support platform that you can use to invite and handle customer feedback, praise and occasionally, complaint.

It’s early days, but we’ll definitely be evaluating this site further. If it’s as good as I think it is, then not only might we use it (for our ‘mu:kaumedia support) but we may well also recommend it to our clients as part of their online reputation management strategy.

In ORM terms, it makes good sense to invite and respond to customer feedback publicly. You need a well-lit, well-designed space to do that. GetSatisfaction could well be that space.

Online reputation management starts with acknowledging the feedback you’re getting.

I’ve been doing some low-level ‘reputation-watching’ on Bartercard since I noticed someone arrived on our ‘mu:kaumedia site via a search on the term ‘bartercard blogs’. (I’d written a post about Bartercard a couple of weeks ago).

Half an hour of gentle research revealed quite a lot of strong criticism about Bartercard and plenty of business people warning others off. In that time, I encountered almost no positive word-of-mouth recommending it. There are one or two people on forums saying how it works for them but they are far outweighed by the criticism.

Aside from the pros and cons of the scheme, any business that charges an initial £750+ joining fee for benefits that are anything but guaranteed is a ‘hi-risk’ proposition and the first thing any sensible business will do when offered such a ‘hi-risk’ proposition is seek out their peers’ experience and opinion.

And of course, they’ll do this in business forums, online networking arenas, review sites and blogs – leaving a permanent trail of discussion and opinion that wasn’t there before and that is impossible to swamp, erase or obliterate.

Your online reputation is always just a form of feedback – and at its core is usually that same, old, time-honoured unheard, unacknowledged customer dissatisfaction.

Just over a week ago, I wrote this post.

A quick Google search on the title phrase reveals… this blog at no.1 – and nothing else even matching

Is there no-one else in the whole world using this expression?

Are there really no academic bloggers raising questions about the implications of these media?  Are there seriously no government bodies pausing to wonder what it means and where its all going?

I’d like to think I’ve made some kind of mistake here, but something tells me that I haven’t.

We strongly believe that to understand and manage your online business’s online reputation, you need a critical approach to online social media – and that’s something that seems increasingly absent in today’s younger generation.

So far, none of the young people we’ve talked to about Facebook have expressed any concerns – or even opinions – about the ‘reputation’ they’re constructing through their Facebook activity. Equally worrying, perhaps, is that none of them has any views on the bigger social, political and cultural implications of the ’social media’ either.  Given the current rumours of Microsoft’s interest in Facebook and economics involved,  that’s astonishing.

As a business, you need to be more than just another ‘user’ of these media; you have to have a view in order to understand the threats and the opportunities.

Consequently, it’s refreshing to find this article by Cory Doctorow. It’s critical and incisive – and offers the kind of bigger-picture perspective on the social media that can help businesses understand, manage and plan their strategy towards them.

TripAdvisor, the hotel review site, lets you subscribe to a feed of the 10 most recent reviews for any hotel.

This is the current feed for a hotel I chose at random that came low down on ‘recommended’ list for a particular town and it shows a clear – and fairly damning – trend.

‘Feeds’ are summaries of web content and are really useful for letting people make decisions quickly about individual entries they want to look at – or, as in this case, to assess an overall picture.

What would you do if you were considering booking a room in this hotel?

What would you do if this was your hotel?

I’ve only just come across ‘Plebble’ run by two brothers, James and Will Paterson. It’s a business review site that actually seems to cover enough bases to make it a go-er. I’m impressed. The widget you see here is a real-time British Gas ‘monitoring’ tool. As you can see, they’re not doing so well and they need to know about it.

At first glance, I’m impressed with the functionality these guys have come up with and the way the offering will appeal to businesses and the public alike. Watch this space.

There seem to be three broad approaches to online reputation management.

1) Ignore it. It’s all too complicated and scary

2) Pay someone to smother the bad reviews and comments with positive spam

3) Deal with the real issues behind the bad reviews or negative comments

Had a great Skype IM chat with ORM expert Nancy Williams from Tiger Two this morning that reminded me that we’re firmly coming from the third position – and so is she.

Our aim is to bring together useful stuff to help you make sense of this important aspect of your business. We’re not here to sell you baffling boxed techno-solutions or confuse you with twittering buzzing or digging.

We’re here to discuss this ‘ORM’ thing in tangible terms so that you’re better informed and better able to develop your business in the light of what the feedback from the web is showing you.

This is a Clare shot. She really gets those cats looking cute. Now the thing I’ve learned already about this template is that if the text of a post doesn’t extend BELOW the dimensions of the image, the footer bar at the bottom sits UNDERNEATH the image… which doesn’t look so great.

Consquently, I’ll keep writing and trying out the colour schemes for images for this blog! What I’ve seen so far is that grass / tree green works well, as does orangy brown. Now we’ve got some pink added there (from the cats’ noses)…

In my graphic design days, this would be a part of the ‘mood board’ process. Slapping up colours, textures and visual ideas to explore a mood / design / style.

And that’s JUST about enough text to push the footer bar into the right place.