Press Room

ReputationDefender Wins Fifth Consecutive Stevie Award for Customer Service

The Stevie® Awards are business awards that recognize excellence from both individuals and organizations, chiefly in sales and customer service. Created in 2002, the Stevies have become a guidepost for the most service-minded companies around the globe. This year’s results are in and it’s official: 2015 marks the fifth year that ReputationDefender’s Customer Support department has won an award for excellence! Because online firms are infrequently recognized in this area, we are especially delighted to be spotlighted by the Stevies.

As the pioneer in Online Reputation Management (ORM), we have always believed that taking great care of our customers is vital to moving the entire ORM category forward. Our employees act as advisors and educators and the customer service team is perhaps the most important “ear” and “voice” where this is concerned.

We won our first Stevie in 2011. Since then, we have tripled our customer base and more than doubled our staff, all while maintaining a standard of excellence in service that earned us four more awards!

We are honored to take home a trophy this year from among a pool of 1,900 nominees in the various categories. Hats off to our employees for their efforts, and thank you to all who voted in support of our team!

Finally, congratulations to all the other Stevie award winners who demonstrate what it means to be customer-focused today. We know we’re in good company!

Net Imperative: “Managing online employee reviews isn’t just an HR activity”

In this guest post for Net Imperative, UK Managing Director Richard Harrison talks about the reputation impact of Glassdoor reviews on businesses, with tips on how to best utilize the platform. Read More >>

‘Overnight, everything I loved was gone’: the internet shaming of Lindsey Stone

Read an exciting excerpt from Jon Ronson's forthcoming book, So You've Been Publicly Shamed, which includes an extended interview with ReputationDefender CEO Michael Fertik and a detailed description of how we helped a dedicated special needs aide recover her life after a misconstrued photograph went viral. Read More >>

Your online rep may be more critical than your credit score

CNBC's Cadie Thompson discusses online reputation and its impacts on your personal and professional life in this article featuring quotes from ReputationDefender's VP of Marketing, Karissa Sparks. Not only are consumers reviewing businesses more than ever, but businesses are reviewing consumers, creating metrics that may ultimately be more important than your credit score. Read More >>

Don’t Let Your Digital Reputation Keep You from Getting a Raise

Michael Fertik on The StreetReputationDefender CEO Michael Fertik speaks on The Street about how online reputation affects your job prospects and earning potential. Watch the interview >>

Capitalizing on the Reputation Economy

ReputationDefender Founder Michael Fertik discusses his new book “The Reputation Economy” on Bloomberg TV's “In The Loop.”

The Scoreboards Where You Can’t See Your Score

The New York Times discusses personal reputation scoring with Michael Fertik. From the article: Data brokers amass dossiers with thousands of details about individual consumers. Algorithms are used to assign consumers scores—and to recommend offering, or withholding, particular products, services or fees—based on predictions about their behavior. Read more →

Whether Working or Job Seeking, the Algorithm Is Watching

From the New York Times recent profile on Michael Fertik: Are you perusing LinkedIn at work more than usual? That small change in behavior could set off alerts in computer analytics programs used to surveil and rank employees. Read more →

The Guardian interviews Michael Fertik: online reputation is becoming more valuable than money or power

In this interview with ReputationDefender CEO Michael Fertik, the Guardian's Tim Lewis talks about the changing privacy landscape and the risks we face as online personal data becomes more extensive and detailed. Continue reading on the Guardian >>

UK Managing Director Richard Harrison on the positive side of negative reviews

California has introduced a law that bans companies from punishing customers who post negative reviews online. The fact that such a law is needed is troubling in several ways (and yes, it is needed as one hotel threatened to fine brides for $500 for every negative review left by one of their wedding guests).

Businesses shouldn’t be trying to restrict free speech. Customers have the right to their opinions, and the right to share them online. Yes, negative reviews can be damaging for businesses, but only if they are handled badly.

Negative reviews are an opportunity. They offer businesses the chance to engage with customers over something that the customer is passionate about. Negative reviews offer businesses the chance to show that they aren’t faceless entities. They are a concept fuelled by a group of people who are every bit as susceptible to making mistakes as we are as customers. It gives businesses a chance to put the problem right.

By trying to shut down the critical reviews, all businesses do is send customers three messages: we’re not listening, we don’t care about your experience or opinions, and we value our needs above our customer’s.

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