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Wednesday, November 14, 2007

Web Rage from Customers is Bad for Your Business

The Wall Street Journal’s Business Technology blog published an item on how web rage is – well – all the rage on company websites. The reporter interviewed an adjunct professor who said “don’t sweat it” about small numbers of angry customers posting rage filled posts to corporate websites. This is bad advice.

If you are a business-to-consumer company, your reputation is everything. Maintaining a good reputation is the best branding and public relations a company can do. Having angry customers spewing nasty comments about your products or services can become viral.

The internet is a breeding ground for word-of-mouth rage. Plus, then there is the search engine problem. Someone well-versed in SEO can easily write a very nasty post to your company website that could get picked up on page one of search engine results for your company name. The last thing you want is for new clients or employees to read rants from dissatisfied clients, or worse employees, associated with your company’s domain name.

Whether in large or small numbers, outspoken dissatisfied customers are bad for your company brand. Before you provide forums on your company site, consider whether you want to open up the customer experience to EVERYONE which will include negative feedback.

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