The advent of the Internet has given customers the power to control interactions between them and businesses. Part of this evolution of brand control from the business to the customer has been Yelp. For those who don’t know, Yelp is a website which allows customers to review businesses and post their reviews online for all to see.

But these days, many owners are acutely concerned about their online reputations and are offering disgruntled customers freebies, do-overs and other incentives to reverse harsh critiques on websites such as Yelp and Citysearch, industry observers say.

This is extremely common today, in an age where a disgruntled and unsatisfied customer can get on their iPhone and log a disastrous review from inside the store. No time to cool off, no distance with which to consider the situation, just immediacy and dissatisfaction. Of course, the corresponding development is that businesses have been far more careful about delivering good services and solid products. Those who don’t will have to rely on web reputation management to fix their brand–which will be much more difficult.

http://www.latimes.com/business/la-fi-reviews26-2010feb26,0,5795837.story

Practical ECommerce is a website which keeps up with the interests of online merchants. I was interested to find some commentary on their website concerning Online Reputation Management. The article is short, well-informed, and on the money, I couldn’t have written it better myself.

So, how are customers finding you in the first place? Google and Bing are constantly readjusting search algorithms, and increasingly sourcing consumer-generated content from a multitude of resources including blogs, blog comments or online portals. This includes the good with the bad and first impressions can be everything. There is no doubt this will have a significant impact on online reputation management for businesses.

The article says a lot more of worth about brand reputation management, you should read it if you have time. It is well worth a read.

http://www.practicalecommerce.com/blogs/post/645-It-s-a-reputation-jungle-out-there-

Toyota just keeps accumulating bad press–who is their PR guy anyway? Apparently 34 deaths since 2000 have resulted Toyota’s accelerator problems, according to consumer data. This is not only a massive legal liability, it is the worst sort of publicity a company can get. Contrary to the old adage, “No press is bad press”, there is such a thing as bad press. If bad press exists, this is it.

In the past three weeks, consumers have told the government about nine crashes involving 13 alleged deaths between 2005 and 2010 due to accelerator problems, according to a NHTSA database. The latest reports are in addition to previous complaints from consumers that alleged 21 deaths from 2000 to the end of last year.

This just goes to show–putting out faulty products will catch up with you. Eventually, you will need search reputation management to fix the problem.

http://www.google.com/hostednews/ap/article/ALeqM5jwhsZGkLiVy8vjdii7LLsWETrT3AD9DSUS200

Toyota is this month’s Reputation Management Example. Every month or so a large and recognizable company makes a major mistake that significantly effects their image. So every month we individuals who are interested in online reputation management trot out that company in order to prove a point. This is that time and Toyota is that company. Their “sticky accelerator” problem has caused untold damage to their reputation, both online and offline. The recall of eight Toyota models is something that isn’t going to go away anytime soon. However, it seems as if Toyota has been proactive in protecting its online reputation by communicating effectively with customers and media. Some search reputation management would certainly do them some good.

Senior communicators have been Twittering and blogging like crazy to fill the information vacuum and take control of the escalating situation. Websites and call centres have been established with information for worried Toyota customers. And US Chief Operating Officer Jim Lentz talked directly to Toyota drivers in a video posted to YouTube.

Hopefully Toyota has an online reputation management plan in store.

http://www.thedrum.co.uk/news/2010/02/04/12660-can-toyota-be-successful-in-brand-damage-limitation-