Reputation Management or Just Good Old-Fashioned Customer Service: What Works Better?

“Markets are conversations”, states the Cluetrain Manifesto, the online reputation managers’ Bible. And if you sell any kind of product or service today, you must be part of the conversation or get left out.

Crowd Pleaser - The Power of Word of Mouth

In the days before the internet, reputations were built on word-of-mouth (WOM) and reputation management was a term that referred to damage control and crisis communications. The growing reach of the internet means that online business is now a two-way conversation.