Brand Reputation
Posted by Joe Cannon
My previous post linked to an article that pointed out how B2B buyers are likely to Google a prospective supplier — and what turns up is your reputation. And a single bad act can outweigh many good acts — just ask Jet Blue. Virgin America had their reputation damaged last week. Once again we see the role of social media in spreading word of “bad acts” far and wide. I like that Sviokla’s post on an HBR blog, “Real-time Brand Management — Lessons from Virgin America’s Hellish Flight“ (March 18, 2010) provides a nice analysis and implications for marketing managers. The story addresses brand management, service failure and recovery, and social media.
Tags: Service recovery
This entry was posted on Saturday, March 20th, 2010 at 9:11 am and is filed under Product, Service, Social media, Word-of-mouth. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.