Tuesday, January 2, 2007
Suppose you were in the market for a new mattress. If you saw a Mattress Giant commercial it might make you consider going there to look around. If you need directions or you want to learn more about the store before you go you might Google“Mattress Giant”. I did that today and the second organic result was a review posted on epinions titled, “Mattress Giant Strikes Again If you see a Mattress Giant, run quickly in the opposite directions.... read full review, Very Helpful ...” The same article comes up number 7 on a Yahoo search. Just after this result from 2004: “Rip Off Report:Mattress Giant ripoff, deception and/or fraudulent Plano Texas.” Number ten is a repeat of the negative epinion in number 7. What’s interesting is that this negative posting is from July of 2001.
Not everyone is perfect, and a large chain of retail stores is bound to have a few disgruntled customers now and again. But Mattress Giant has had five years to fill the internet with glowing reviews and marvelous tales of wonderful service and happy transactions that would have buried these old negative posts. One can only imagine how much money Mattress Giant has spent on color newspaper inserts, TV commercials, radio spots and sales commissions over the last five years. But who googles “Mattress Giant Commercial” when they are looking for a new mattress? It's another example of how Giants can stumble when they forget who really has the power in this new jungle we inhabit.
These days you have to make an effort to manage your online reputation, so if a determined disgruntled customer goes after you, you have the strength of your passionate fans to offset it. Being a giant isn't enough.
posted by Wowza at
7:54 AM
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77 Comments:
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