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Top : Bad Reporting: The overwhelming majority of reporting about social media and business is false, logically flawed, based on unsubstantiated assumptions, or simply irrelevant. We're tired of not commenting. Here's the section where we will challenge you to THINK about the issues.

Articles:

The power of social media for customer service (bad report) - by Graham Charlton
States the by the company dealing with a complaint online that it "showed" everyone how good the company was in terms of customer service. The reporting error? There is NO evidence that people paid any attention to the responses, or that people who saw the initial complaint(s) saw the wonderful responses. Assumptions are unsubstantiated. (Added: 28-Nov-2010 Hits: 102 )


Google's Gold Standard Search Results Take Big Hit In New York Times Story - by Danny Sullivan
The New York Times has a great, detailed story out today about a merchant with an unusual marketing strategy: be mean to customers. Any publicity, even negative publicity, means a win with Google's ranking algorithms. Is he right? Maybe. Certainly the story illustrates the fallacy of Google's "gold standard" search results. (Added: 6-Dec-2010 Hits: 128 )


Customer Service in the Age of Social Media: A Lesson from Hewlett Packard (Misleading article) - by AugieRay
Great example of a report that is based on unsubstantiated assumptions. The first is that a lot of people see negative comments made about companies, and the second is that such comments actually affect buying behavior. At last check HP seems to be withstanding a high volume of negative comments just fine. Doesn't that tell you something? (Added: 28-Nov-2010 Hits: 105 )


For DecorMyEyes, Bad Publicity Is a Good Thing - NYTimes.com - Hmmm, missing key points - by New York Times
This well circulated NYTimes article talks about a company that operates on the basis of upsetting customers so much that they will write bad reviews, under the belief that this will push search engine rankings for the company. It's been often mentioned, but is it misleading? You decide. One issue that is not mentioned in the article is that most review sites use a "donotfollow" tag that tells Google not to use the link as a "positive factor" to rank the reviewed site. So, given that, the whole issue of bad reviews helping becomes...moot, making the entire article suspect. That said, there's a lot of good stuff in it. Be sure to read Danny Sullivan's comments, also included in this section. (Added: 6-Dec-2010 Hits: 96 )



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  • Pages Updated On: 16-Nov-2011 - 08:07:35


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