Fifteen months ago, I gave a talk to independent tour operators and as part of my explanation of why user generated content can damage your reputation, I cited the example of Canterbury Travel. That day I had checked their Google results and found this – Don’t travel with Canterbury Travel, why Canterbury Travel will ruin your dream trip – the work of a disgruntled customer, prominently displayed in the middle of page one of their search results.
Now here we are, in October 2006 and it is still there, result number six at the time of writing. Do they never check their results? Or do they not know what to do about it? I am going to talk about the solution on Wednesday.
I wonder how many people have been dissuaded from taking one of their holidays to Lapland as a result of finding this in the search results.
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