Filed under: Affinity Groups, Altruism, Authenticity, Blog Messaging, Blogger Influence, Book Reviews, Brand, Brand Advocacy, Brand Ambassador, Brand Intelligence, Brand Promotion, Brand Protection, Brand Reputation, Branding, Branding Online, Business Intelligence, Buzz Marketing, CRM, Consumer Generated Media, Conversation, Conversation Marketing, Customer Ratings, Customer Reviews, Customer Service, Customer Supprt, Guerilla Marketing, Honesty, Influencer Identification, Influencers, Influencial Bloggers, Influential Brand Advocates, Influentials, Integrity, Internet Culture, Managing Conversation, Market Research, Marketing Conversation, Markets are Conversations, Media Virus, Memetics, Messaging Online, New Media, Online Advocacy, Online Brand Reputation, Online Communities, Online Community Outreach, Online Conversation, Online Engagement, Online Evangelism, Online Messaging, Online Monitoring, Online Outreach, Online Participation, Online Reputation, Online Reputation Management, Online Reviewers, Online Reviews, Online Virtual Communities, Reputation Management, Social Intelligence, Social Meda, Social Networking, Viral Marketing, Viral Media, Viral Propagation, Word-of-Mouth, Word-of-Mouth Marketing

The culture of participatory social media is having some surprisingly significant effects on both the way satisfied customers play a role in contributing to the marketing message development of products and services. And it is also playing an increasingly important role in defining the key touchpoints that customers use in the deciding factors one what to purchase. What makes this all the more noteworthy is that much of this is rooted in offline purchases. I’m putting this together from two recent studies…

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1 Comment » Posted on December 2nd, 2007 by Jonathan Trenn

Filed under: Abraham Harrison, Abraham Harrison LLC, Astroturfing, Authenticity, Black Hat Marketing, Black Hat PR, Blog Counter-Messaging, Blog Messaging, Blogger Effect, Blogger Engagement, Blogger Influence, Blogger Outreach, Blogger Relations, Brand Advocacy, Brand Ambassador, Brand Promotion, Brand Protection, Brand Reputation, Branding, Branding Online, Citizen Generated Media, Citizen Journalism, Client Service, Cluetrain Manifesto, Conversation Audit, Conversation Marketing, Counter Messaging, Crisis Management, Customer Ratings, Customer Reviews, Customer Service, Customer Supprt, David Weinberger, Defensive SEO, Domain Name Registration, Domain Name Strategy, Domain Registration, Edelman, Flogging, Flogs, Google Gaming, Google PageRank, Google Search, Guerilla Marketing, Hate Speech, Honesty, Industry Reputation, Integrity, Internet Forensics, Internet Strategy, Managing Conversation, Marketing Conversation, Marketing Hubris, Marketing Industry, Marketing Language, Marketing Strategy, Markets are Conversations, Messaging Online, New Marketing, New Media, New Media Blogs, New Media Marketing, New Media Strategy, New PR, New Public Relations, Online Advocacy, Online Brand Promotion, Online Brand Protection, Online Brand Reputation, Online Branding, Online Communities, Online Community Outreach, Online Conversation, Online Crisis Management, Online Engagement, Online Evangelism, Online Influence, Online Marketing, Online Media, Online Messaging, Online Outreach, Online PR, Online Participation, Online Public Relations, Online Reputation, Online Reputation Management, Online Reviewers, Online Reviews, Online Strategy, Online Virtual Communities, Open Kimono, PageRank, Passion Chamber, Personal Brand, Pitching Bloggers, Professional Blogging, Promotional Blog, Promotional SEO, Promotional Strategy, Propaganda Warfare, Protective SEO, Public Relations, Public Relations Bloggers, Public Relations Blogs, Public Relations Industry, Publicity Blog, Publicity Blogging, Relationship Marketing, Reputation Management, Reputation Rehabilitation, SEM and SEO, SEO, SERM, Search Engine Optimization, Search Engine Reputation Management, Search Engine Strategy, Search Engines, Search Reputation Management, Strategic Consulting, Viral Marketing, Viral Media, Viral Propagation, Web Strategy, Word-of-Mouth, Word-of-Mouth Marketing

Check out the article in last Thursday’s Times, Dealing With the Damage From Online Critics, that addresses how to handle consumers who develop a personal vendetta against your company. Well, you could send lawyers but legal cease-and-desists generally just make the customer madder than hell and it isn’t hard to just start yet another attack site.

I hate to say it, sucking less always helps. Start with treating your customers better. Also, be sure to register lots of domain names and work on your online reputation aggressively before it becomes a problem.

Online, the best defense is a good offense and an ounce of online promotion is worth a pound of cure. Here are some great commented-by-me excerpts from the article, Dealing With the Damage From Online Critics, so you can get a gist:

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3 Comments » Posted on October 8th, 2007 by Abraham Harrison

Filed under: Abraham Harrison, Abraham Harrison LLC, Activating Bloggers, Black Hat Marketing, Black Hat PR, Black Hat SEO, Blog Counter-Messaging, Blog Ranking, Blog Search, Blog Search Engines, Blog Strategy, Blogger Effect, Blogger Engagement, Blogger Influence, Blogger Outreach, Blogger Relations, Blogger Support, Brand Ambassador, Brand Intelligence, Brand Protection, Brand Reputation, Citizen Journalism, Competitive Intelligence, Controversial Marketing, Corporate Blogging, Corporate Intelligence, Crisis Management, Defensive SEO, Google PageRank, Google Search, Hearts and Minds, Industry Reputation, Influencers, Influencial Bloggers, Influential Brand Advocates, Influentials, Integrity, Internet Culture, Internet Strategy, Journalism, Managing Conversation, Marketing Language, Media Consultancy, Messaging Online, New Media Strategy, New PR, Newspapers, Old Marketing, Old Media, Old PR, Online Brand Protection, Online Brand Reputation, Online Identity Management, Online Influence, Online Intelligence, Online Media, Online Messaging, Online Outreach, Online PR, Online Participation, Online Public Relations, Online Reputation, Online Reputation Management, Online Strategy, PR Blogging, PR Blogs, PR Hubris, PR Industry, PageRank, Pitching Bloggers, Political Strategy, Pop Culture, Popular Culture, Proactive Support, Propaganda, Propaganda Warfare, Protective SEO, Public Affairs, Public Affairs Blogging, Public Policy Blogs, Public Relations, Public Relations Bloggers, Public Relations Blogs, Public Relations Industry, Real Life, Reputation Management, Reputation Rehabilitation, SEM, SEM and SEO, SEO, SEO and SEM, Search Engine Marketing, Search Engine Optimization, Search Engine Reputation Management, Search Engine Strategy, Search Engines, Search Reputation Management, Self Promotion, Semantic Web, Shameless Self-Promotion, Social Meda, Social News, Social Unrest, Strategic Consulting, Traditional Journalism, Traditional PR, Transparency, Web 2.0, Web Strategy, Word-of-Mouth, YouTube, YouTube Marketing

With the issue of reputation management in the news, I’ve been thinking a lot about the recent discovery that many of the Mattel toys made in China were painted with lead-based paints. This had followed several other unrelated incidents that had previously caused embarrassment to either Mattel or to China.

A company such as Mattel needs to have a proactive online strategy that could meet the negativity head on, to help suppress those damaging rumors that could hurt the company both immediately and permanently. A company needs to understand what is being said about them in online forums, on blogs, and, if necessary, it needs to help blunt and diminish the negativity headed their way.

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No Comments » Posted on October 4th, 2007 by Jonathan Trenn

Filed under: Abraham Harrison, Case Studies, Customer Ratings, Customer Service, Customer Supprt, Friends of AHLLC, Influencers, Influencial Bloggers, Integrity, Public Affairs, Public Affairs Blogging, Public Relations, Public Relations Bloggers, Public Relations Blogs, Real Life, Reputation Management, Reputation Rehabilitation, Traditional PR

Abraham Harrison friend Joe Jaffe had a tough weekend.

Seems all he wanted to do is just return two defective toys that his four year old son got for his birthday. Unfortunately he tried to do this sans receipts. Nice try, Joe. Ain’t gonna happen.

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No Comments » Posted on October 2nd, 2007 by Jonathan Trenn

Filed under: Branding Online, Conversation Marketing, Integrity, Marketing Conversation

Today I read in MediaPost’s Online Media Daily that insurance companies are going to spend about $980 million on internet marketing in 2007. That’s a lot. The breakdown will be about 50% to search, 30% online video and other forms of rich media, and 20% display.

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5 Comments » Posted on August 9th, 2007 by Jonathan Trenn

Filed under: Authenticity, Conversation, Integrity, Relationship, Transparency

I have yet to read How, my next purchase, but after listening to Dov Seidman interviewed by New York Times columnist Thomas Friedman on Word for Word (podcast), I have another soulmate in Dov with his radical business ideas such as “authenticity,” “reputation,” “transparency,” “relationship,” “conversation” and “integrity” business ideal. Listen!


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No Comments » Posted on July 4th, 2007 by Chris Abraham


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