I’m not going to take the time to hash through the entire article, which you can read below, but iBurst is a company in South Africa that offers broadband. Long story short, in 2009 it had major billing problems thanks to a new billing program which was buggy, to say the least. This, combined with a customer service call center that was insufficiently prepared resulted in a Category 5 storm of criticism about the company online.

They employed a solution in the form of corporate reputation management.

The turnaround in iBurst’s online reputation – as well as customer satisfaction – in just one quarter has been nothing short of amazing. Review of the BrandsEye reputation score firstly shows iBurst mentioned in dramatically more categories online – increasing breadth of conversation it is involved in.

More importantly, the reputation score, which measures the “positive” or “negative” tone or context of the mention, has gone from significantly negative to “a little negative”.

The most important key to this story is that iBurst was proactive. They did not just ignore the problem and expect it to go away–they tackled it and tried to heal their reputation.

http://www.bizcommunity.com/Article/196/16/47804.html