The internet has handed a megaphone to disaffected customers and business partners, and put them on a platform from which to broadcast their tales of woe to a mass audience.
Bloggers are quick to write negative experiences, and occasionally they strike a chord with their readers. The impact quickly snowballs.
Online forums also give people a place to vent their frustration – such as Whirlpool.net.au, a site set up for discussions (often complaints) around telecommunications companies. Founder Simon Wright said last year: “People never tire from discussing their telecommunications services.”
And social media tools such as Facebook and Twitter give people another place to air their feelings. For example, the site Optus Poo automatically republishes comments regarding Optus from blogs and Twitter – good and bad. A significant percentage are bad, and the site links to other negative Optus blogs.
Another example is the Qantas Sucks website, which collects news stories on the airline (mainly negative) and even offers $500 for the best submission each month. The site’s tag line reads: “Not affiliated with Qantas airlines – in fact, they hate us.”
The effect on a company’s reputation can be highly damaging.
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Sydney Public Relations Agency, CP Communications provides specialist media, traditional and online PR strategies that get amazing results. Contact us today. For more great tips visit our website www.cpcommunications.com.au.