Pour vous consoler, vous remarquerez que nous n’avons pas totalement cédé à cette mode puisque notre site web parle de “suivi de réputation en ligne”

Cet emploi est sans doute du à la mode des trucs en ligne (ebusiness, e-commerce…), mais il existe des termes francophones (réputation Web/en ligne/sur Internet, cyber-réputation, …) qui à mon avis sont bien plus explicites pour le novice, et que donc il vaudrait mieux employer (au delà de mon combat contre la franglisation du Web !).

Je trouve donc un peu “abusé” de dire que c’est une “dénomination claire en Français”. (Malgré son usage dominant. :’( )

Merci pour cet article simple et clair !

L’e-réputation grandit et ça ne peut être qu’un avantage ! Attention tout de même de ne pas tomber dans la facilité et d’impacter réellement le client…

As a Customer Service trainer (with over 20 years experience), and now thinker, writer and blogger, I have to ask whether major companies have forgotten the basics of being pro-active in customer service and are now concentrating on the reactive?

OK, ‘dealing’ with a ‘cleb’ doesn’t help as they too have their own agenda (may not be personally but the management teams behind them might) but it does seem to me that “weâ€? are forgetting the basics as ‘we’ embrace the instant response media such as twitter.

Great question. It is always difficult to see someone attacking your brand, especially when you have come to be an integral part of the company and it feels as though they are attacking YOU.

I would say that I would first try to identify what the real problem is: Is there really a problem with your product/service? Was this person just not held enough as a child? Or do they really wanna go there?

Before you say “Let’s rumble”, try to figure out if you can’t get on their good side. Visit their blog and leave thoughtful comments, connect with them via Twitter, e-mail, Skype, etc. If there truly is no common ground to be found and this person really is just out to ransack you for no apparent reason, turn to the traditional community management techniques:

- question whether something you said or did could have been misinterpreted
- strengthen your own community and let your advocates speak in your defense
- trust in your product/service and let good reviews speak for themselves

According to what you are saying, it sounds like you did the right thing.
Thanks for stopping to comment. Great to hear from you as always.

Best,
Michelle
@Synthesio

Nicely done as usual. I think I might have to question about always reaching out to negative reviews. Actually, I’d like your opinion on this. I had an instance where a competitor of my new company was trying to start a debate that did not exist. He kept prodding with inaccurate statements about Filtrbox, but I thought it was better not to take the bait as it appears he just wants attention on his project. I see that a competitor of both of ours is now in a similar debate and it appears as if he is using their online presence to fuel his own.

Would you engage or not engage?

Michael Fraietta
Filtrbox Community Manager & Chief Listener
@MichaelFraietta

One of the biggest problems I have is I just do not understand the cultural differences to engage.

M

Effectivement, les internautes communiquent de plus en plus sur les forums et autre sites d’avis d’hôtellerie et de tourisme. Qu’ils laissent des commentaires positifs ou négatifs, l’important est que nous soyons là pour tout écouter

A bientôt,
Michelle

L’hôtellerie est un des sujets les plus commentés, spécialement sur les sites d’avis de consommateurs (souvent accessible que manuellement

Intéressant de voir jusqu’où vous pouvez élargir le concept et utiliser les compétences interne de Synthesio

A bientôt.