Cellular Agony

Dealing with Phone Companies

Reputation Management

Posted by Paula on January 12, 2011

I attended the SphinnCon conference this week in Jerusalem at the beautiful Inbal Hotel. The location was ideal, parking was quickly found nearby, the food was great. There was only one problem. The Internet connection arranged with the services of Bezek, the local carrier, kept falling.

The hotel staff worked tirelessly and by lunch, we were online and enjoying the benefit of being connected to the world while listening to some great presentations. One presentation was very appropriate for this blog.

It was a panel discussion on Reputation Management from various perspectives. One presenter, Shira Abel, spoke of how her company stays on top of its reputation and thus responds quickly, politely, and accurately to criticism…especially ones that are unfounded and based on misunderstandings.

Another excellent panelist was Sam Michaelson of Five Blocks spoke of how his company works hard to make sure that their clients’ reputation is positive on the web and how they track down unfavorable content and work to lessen its impact. The concept intrigued me, especially given my current cellular agonies with Orange. After the session ended, I made my way over to Sam (am I allowed to use first names with a person I met for all of 5 minutes?) and quickly explained about my blog, Cellular Agony, and my struggle with Orange.

What was interesting was that most of Five Blocks customers don’t seem to fall into the category in which someone is intentionally trying to damage their reputation. Of course, I can’t really say that I am trying to damage Orange. Personally, I think they are doing that themselves by the way they react…I mean DO NOT react  to their customer’s needs.

Reputation Management – what a concept. It seems that the best way to manage your reputation, not that I am trying to put Five Blocks out of business, is to simply practice logical and good business ethics.

No company is perfect. But the fact that Gal Morad continues to work at Orange long after even people at Orange admit he cheated us (off-the-record of course…well, other than the taped conversation we have of Eliron saying he would have had Gal fired), shows that Orange doesn’t care.

This blog is growing and getting more hits – I wonder if some day Orange will be smart enough to go to a company like Five Blocks and ask for their help. Then again, probably not.

In the meantime, some statistics for Orange.

When you google:

  • “Orange complaints,” you get over 4 million hits.
  • “Orange bad customer service,” you get over 3.5 million hits.
  • “Partner overbilling,” gets you almost 27 million hits.
  • And…”cellular agony” gets you 239,000 and most of the first page comes to this blog.

That’s some tremendous amount of reputation management Orange is going to have to deal with and if they don’t start soon, it seems like the trend will continue.

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One Response to “Reputation Management”

  1. Roi said

    You can read my Hebrew post here: http://bit.ly/fK8K0z
    I wrote about orange reputation vs their competitors.

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