Brand Reputation Management - Beware the Customer's Reptile Brain!

Posted by Ben Bradley

Mon, Aug 31, 2009

A recent sour experience with a car rental company put my reptile brain into over-drive.The dispute is over a small amount - about $220.

The reptile brain doesn't have complex emotions. It thinks in simple terms: fight or flight.

My reptile brain wants to fight. Maybe post a video of their shoddy customer service practices to YouTube, register a yourcompanysucks.com domain, and generally bitch and moan so loudly that their senior management gets headaches.

But I won't.  At least not yet.

Why not yet? We'll, maybe I can turn them into a customer for BrandProtect and it wouldn't be good if I slammed them publicly.  And also because it just too easy to make myself a nuisance. With the power of the Internet, it is possible for one person to tell his story to thousands of people.

This power illustrates just how effective a single "guerrilla" can be in the face of a corporate superpower.

Read More

Topics: brand reputation, brand reputation management

Subscribe to our weekly CyberThreat Digest

Each week, our Cyber Threat Analyst team prepares a digest of the latest cyber threat news and alerts. Subscribe today and begin receiving it on Monday.

 Get the Weekly CyberDigest

 

Subscribe to receive a weekly summary of our latest posts

Posts by Topic

see all