Tools to Monitor User Feedback

On February 10th, 2012, wrote:

Ages ago (pre-Internet critical mass, sometime in the 1990s), if a customer had a complaint about a company or service, they called the company and complained. If they were lucky, they were apologized to and given a coupon to save the next time they bought. If they didn’t get the answer they wanted, maybe the customer would call the BBB. Today, if a customer complains, the first place they normally turn is the Internet. Facebook, Twitter, Google+, blog posts and comments make it easy for a customer to vent their frustrations and share their experiences with the world. With the explosive growth of user generated content (UGC), companies must use a variety of tools to monitor their brand and keep their online reputation clean. For this example, let’s look at the online backup service, SugarSync. Find New Content Google AlertsĀ is the easiest way to start monitoring online content for a brand name or other term. Simply enter the search query – Read the full article