Cloud & Telecom Security

Nowadays, many companies spent a lot of resources to build and improve their branding impage at Internet. The Internet has transfered the control from trational media and PR company to bloggers and users. Jeff Jarvis told an interesting story at his book “What Would Google Do?” which introduced how Dell succeded in recovering its customer satisfaction and image through new strategy tuned for Internet – from overlooking Internet voices to listening to bloggers, fully leveraging Internet and transfering complainers into advocates.

Inspired by Jeff’s book, I start to do some simple research on this topic of Internet branding and complainers, i.e. “sucks” speakers, trying to find something interesting. Don’t you want to know how many customers were saying your company sucks?

Firstly, I choose a number of “famous” companies randomly only based on my feeling. They are:
Microsoft
Apple
Verizon
Twitter
Facebook
Google
Yahoo
eBay
HP
Dell
Cisco
IBM
ATT
Symantec
Lenovo
Acer
McAfee
Huawei

Then google them with their company name and company name plus “sucks” respectively, e.g.”Microsoft sucks”,  “HP sucks”, “Dell sucks”, etc.
Finally I calculate the ratio of complainer results to the total search results.
The results are quite interesting.

This diagram is the number of search results when I google the company name directly. It’s a little bit surprise to find that Yahoo beat Google slightly. If you know the reason why Google give the champion position to Yahoo, please share to me. They are followed by Facebook, twitter, Microsoft, etc. I am not sure if we can regard this list as the branding sequence at Internet.

The second diagram is much more interesting. The results of company+sucks betray a differenct world against we thought.  Microsoft leads the list, while followed by Apple, Verizon, Twitter, Facebook, Google, Yahoo, eBay, HP, Dell, etc. It’s very straightforward that Microsoft could champion this list. The somewhat weird thing is that Apple is next to Microsoft. This confuzed me. What’s your hint?

Internet is transforming our thinking and ideas on the traditional engagement with our customers, not only at marketing and sales, but also at product and strategy planning, customer care and support, financing, and almost everything of an organization.

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