At my last networking function the conversation focused on online reputation management.  There’s no way you can totally control what is said about your business, your product or service, but you must be part of the conversation in order to let your customers know you are paying attention to their needs, as well as their complaints.  If you don’t, you better believe your competition will.

Linked below are two interesting videos.  The first one shows a product in a very negative light and is an example of a situation that must be responded to.  The second video shows a great response to a negative incident by a small local business.

Kryptonite Lock

Apology from Dominos

Remember folks, the world now operates on real time, all the time, all over the globe, country, state and neighborhood.  It’s an uber competitive online business environment.  Are you online and tuned in?