Tuesday, 28 October 2008

Tricky coverage for BA?

I've blogged recently about how companies which make an emotional appeal to customers may be more at risk from criticism online than those who have a more transactional relationship.

This article in the Independent about British Airways seems to highlight my point.

However, the impact of the article on BA's online reputation will be limited. Why?
  • the article is not listed in the top 30 of Google for British Airways
  • the BA website has an authority of 3,360 (high) compared with the Independent's 8490 (critical)
We'll monitor blogs for the next day or so (particularly in Wales and Scotland) but I don't think this story has legs.

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