Service Untitled highlighted this part of Tom Hespos’s post and I wanted to share it here as well:
“One way to make things better: Monitor online conversations about your brand and proactively address problems that come up. Someone motivated enough to post their conversation with a customer service rep on a blog, message board or social network probably isn’t doing it just to cause trouble. They’re likely doing it because they believe they’re being treated unfairly. “
I have noticed that more companies are watching the blogosphere and checking to see who’s talking about them. For example, at my other blog, The Runway Scoop, I was paid a visit from one of American Apparel’s media/PR people not too long ago.
This is a graph I found at Vinu's Online Cloud which illustrates the impact of blogging has had on the internet. On the left are the numbers of people who are using blogging services such as Wordpress, Blogger, Bloglines, and Wikipedia.
If you really, really, care about the future of your company, I highly suggest getting on board with this new mode of media! If you’re a newbie to the blogosphere and need help on monitoring what is being said about your company, you may be interested in these RSS feed video tutorials that Mike Sansone shares.
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