By Quentin Langley (auth.)
Containing ninety+ case experiences together with BP, Beyoncé, Pizza Hut and Chrysler, this is often the 1st ebook to investigate brandjacking - while enterprises lose keep an eye on in their brand's photo on-line. Combining quandary verbal exchange and social media, this publication charts the trend's progress, supplying recommendation to people who locate themselves on the mercy of brand name pirates.
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Extra info for Brandjack: How your reputation is at risk from brand pirates and what to do about it
Enforcing the law might, however, be difficult. The Internet also finds itself outside the gentlemanly self-regulation of the media. For example, the story of Bill Clinton's affair with Monica Lewinsky was well known to MSM some time before it was broken by the Drudge Report (a US news aggregation website). Equally, the US media have a tradition that they do not publish election exit polls until the polls have shut. Websites do not share this assumption. • Data democratization: information previously reserved for the elite or the in-crowd is now much more widely available.
He has gained a reputation internationally as an expert on customer service, and developed an entirely new strand to hIs career, speaking and training on these issues. at the problems were systemic, and set about solving them. "'OOJ-07 / . • It involved Jeff Jarvis from the beginning and he gradually became an ambassador for the brand. • It launched an entire process of engagement with its publics through blogging. fI d . REVOL'f Customer rebels against both faulty product and awe service. CUSTOMER BIlANDJIlCK AGG~13l~ Blog becomes a focus for numerous, previously isolated, consumers.
There has also been significant investment in diagnostic tools for the fiber network. Four-hour appointment windows have been reduced to two-three hours, with the hope of reducing them further. There is a $20 credit to the customer if the appointment time is missed. Technicians are equipped with handheld devices and laptops that directly interrogate the system and provide guidance on how to deal with the problem. But these changes do not mean that the conversation with customers is over. The strategy now is to engage directly and transparently in social media.