Three Years and Counting
Pete Blackshaw, EVP of Nielsen Online Strategic Services, and someone who really knows about word of mouth spoke at a Council of PR Firms Critical Issues Forum recently. He said that “The way individuals learn about things is multi-phased: they hear about it offline, and then go to Google where it is affirmed or not affirmed. Hostile reviews get the top shelf of Google — and that creates a halo of credibility. Turning around bad news takes three years.”
Badvocates can create harm for your reputation for three years or more. That’s a long time to battle to regain esteem and find your advocates to champion your brand, product or company. Better to build that network of support before you need it. Three years is a long time. Think 2011 (2008 is basically here).
