A few years ago, people were talking about your company at birthday parties. At most 10 people discussed the latest bits of gossip about your company. Of course this could potentially damage your brand, but the likelihood of these stories spreading to a large audience were negligible.

Nowadays, customers have a much bigger platform to share their annoyances and disappointment: the Internet and its forums. Many people will read this criticism and your good name gets dragged through the mud. On the bright side, customers are also capable of sharing their enthusiasm about you to a potentially large audience.

What’s your role in all this? Do you have to participate in a forum discussion or should you stay out of it? And what to do with employees who join the conversation in their spare time and on their own initiative? Should you start your own forum to increase your company’s transparency? These are important questions and there is no generic answer. Each situation asks for a different solution, but it is important to have a policy on forums, because your customers are out there.

We have seen the impact of customer complaints and praise of brands first hand. Your reputation can be ruined in a single day, but it takes years to rebuild that reputation. We can help you determine the right strategy to deal with this.

Do you need advice about handling forums? Our consultants have years of first hand experience in dealing with online communities and we can help your company.

Key Takeaways

• Customers are talking about you on forums
• Some of your employees join them
• What should your position be on forums?

So, how can we help you?

Having problems with complaining customers online? Are you unsure on how to proceed? Call us now and use our expertise to tackle these issues.