Is The Best Offense A Good Defense?

No, I’m not talking about the 1985 Chicago Bears. I’m talking about “defensive branding.” Not exactly a legal concept, but it makes for interesting reading. Check out Pete Blackshaw’s thoughts on the subject. The gist is that every organization (at least every one that is concerned with customer satisfaction) needs to be aware of what the online/social media community is saying about it. That’s the only way to stay ahead of the curve. So if you don’t have tools in place to track that information, you might want to get some.