Negative WOM

Interesting precis on OMD of a panel discussion (inc Intelliseek’s Blackshaw and Cymfony’s Nail) at the Search Engine Strategies conference in New York.

Up for debate was the spectre of negative WOM with both guys expressing the necessity for companies to 1/understand and 2/ find ways of responding to it. Nail points out there are long term benefits to be had from a successful engagement strategy dealing with consumer concerns. He says;

"If you handle a negative well, you generate a lot of loyalty".

Read the article here.

Brought into the world on Friday, March 3rd, 2006 and filed under Uncategorized.