Alert Blog Reviews

No, it’s not the latest fad diet: Marketing Pilgrim. Marketing news, folks. How many of us have stared at the thousands of spam messages and wondered, “Why on earth do they keep sending this crap out? It can’t possibly be effective . . . can it?” Unfortunately, incredibly, in some industries, the answer is yes. As MediaPost reports, a small study showed that even recipients without weight issues opened and purchased from spam weight loss emails, as published in the Southern Medical Journal this month. Though the sample size was only 200 (and probably not representative—students at a single New York commuter college), the findings are startling: 18% of those without weight issues opened the spam emails and 5% actually purchased. Of those who identified themselves as having weight issues, 40% opened the spam and 18% purchased. MediaPost clarifies that these numbers aren’t necessarily great on their own: “The study does note that the purchasing behavior is at a lesser level than a six-country survey for any health or pharmaceutical product.” However, the fact that even those outside the target audience opened and bought from a spam email is pretty significant. MediaPost also notes that the emails appeal to a “captive, maybe even desperate audience” (and if you’ve ever really battled your weight, you know that feeling), so these findings probably won’t apply across the board. And given that one out of twenty non-target audience members also purchased, suddenly I’ve lost hope that those dozen daily Viagra ads will go away. What do you think? Is the study skewed? Or is spam really that effective (for some products)?

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Spam Works for Weight Loss

There’s a growing interest in online reputation management. Over at Wildfire Marketing, I answered some reputation management questions for their Thought Leader Thursday series. Here’s a taster… What are some of the biggest mistakes you’ve seen people make when it comes to responding to a reputation management crisis, and how someone salvage the situation if they’ve already made one of these mistakes? The biggest mistake is simply not having official channels in place to allow your customers to complain. Most disgruntled customers post to blogs and Twitter because they feel like they are not being heard by your company. They get frustrated with your lack of customer service and they think to themselves, “I’ll show them, I’ll post a negative review on Yelp/Twitter/Blog.” If companies would simply look at how they’re listening to their customers, and how they escalate and resolve customer service complaints, many of the reputation problems you see would never make it to the web. Perhaps the second biggest mistake is not apologizing soon enough. We tend to get too defensive, when we screw-up. We want to try and resolve the problem without accepting blame and without putting our hands in our pockets. When your business faces a legitimate complaint, move quickly to resolve it. Don’t think about the few dollars in refund demanded by the customer, instead think about the thousands of dollars in lost revenue, if the customer creates a reputation headache for your business! Head on over there for the full interview .

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You’re Facing a Reputation Crisis, Now What?