Here’s How You Prevent 99%* of All Online Reputation Crises
Want to know the number one rule for preventing an online reputation crisis? Give your customer the opportunity to complain and receive a response BEFORE they ever get to a blog, Twitter, or Facebook.
This is especially important for hotels, restaurants or any local business with a physical presence. I just came back from giving reputation management advice to Cars.com’s dealer members and was delighted to see this card in my room at the Westin San Francisco.
* your percentage may vary. 😉
3 Comments for “Here’s How You Prevent 99%* of All Online Reputation Crises”
I think that’s perfect too. It really conveys a sense of caring, a sense of interest in the customer experience, and a sense of immediacy. It gives a customer 3 ways to contact Matt.
Bravo Matt Rinehart, and Bravo Westin.
I can not recall a hotel I have stayed at making it so easy to voice a complaint/praise such as this. Would be great to see the same idea carried through to coffee and fast food chains. At least in my local area at least 😉
After seeing someone who should have known better implode their online reputation today, it is great to see some people get it. With that many points of contact I would probably drop Matt a line and let him know if had a great experience also or if a specific employee went above and beyond
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