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Interesting communication consolidation by JetBlue. This could be a game-changer. h/t to +Steve Plunkett for the share.

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I've seen for myself how quickly a story like this can spread once it hits a local affiliate of a national network. When you combine that with false and misleading accusations, there's not a lot a brand can do other than weather the storm. It's unfortunate in this case that the brand was a small business that couldn't survive the onslaught. The verdict is a vindication, but her business is still ruined in the end.

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Fake reviews are a problem on many services. Seems Google is in a great position to do something about it.

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Customer social rants can be bad enough, but is your business prepared for a rant by a member of your team? Here are a couple reasons why you should be ...

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Another lesson from the "How Not To Do It" file: Don't photocopy and alter older court orders and pretend they are new.

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Anyone who has worked in the ORM game for more than a day or two has had to deal with ROR. Chris Silver Smith shares some interesting information about how they are getting around Google take downs by reorganizing their content ... a common tactic used by them and other sites of that type.

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As if United Airlines didn't have enough ORM case study fodder, here's another one. This has the makings of an epic case study. h/t to +Tim Ash and +Tony Wright for the share on FB.
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