Oh how the tables have turned! A company’s most valuable asset – its reputation – is at the hands of anonymous internet users. Not only are companies exposed to threat from malicious online attacks by hackers and cybercriminals, the power of the internet has made word-of-mouth, once a company's trusted ally, one of the most powerful tools to be used against any brand. Consumers have the opportunity to do and say whatever they want about whoever they want online protected by anonymity. They can defame a brand, write a negative review about a product and criticize a company even if their comments aren’t true.
Picture this: A well-known Billionaire financier tweets about your company’s desirability level to investors - and his own position in your company - causing a Wall Street frenzy.
In June of this year Facebook launched the functionality for users to add photos to comments on their personal pages. A month later they went a step further by expanding this ability to include comments on Brand Pages as well. While there doesn’t appear to be, at present, any way to turn off this new ability if users aren’t interested in it, or moderate the posted photos for that matter, (verification needed) this addition appears to have garnered much more positive fanfare than negative in amongst the general Facebook community.
Yes, social media is a microphone on full blast and everyone at the party seems to think they are entitled to a public opinion. Every photo, article, video, or slideshow now has a comment section and it is there that you usually find the good stuff. Forget about reading the actual article, you’ll get a much better story from reading the comments!
A few months back I purchased a new home and needed to re-finance my mortgage. In the past I have always dealt with a mortgage broker who did all the negotiating for me. This time proved to be a little different.
"These Manti Te'o and Justin Bieber examples are strong reasons that opting to increase any scrutiny or review beyond what is possible from an automation standpoint will only benefit one’s Social Media listening solution. When specific criteria and priorities can be established between customer and analyst the customer experience is customized and tailored to deliver only the pertinent analysis that they desire." - Darren Enta, Lead Social Media Analyst at BrandProtect
Along with a fresh near year, we are seeing a fresh new protection on the formerly precarious practice of employees posting their comments about their employers’ activities on social media sites - under certain conditions.