Customer Satisfaction and Reputation Management

If you want to monitor what is happening on the web with your brand, your organization, your executives or your name, the challenge is enormous. Some excellent data exists in a blog post called Internet 2009 in Numbers on a site called Pingdom. These numbers are staggering and surprising and highlights the need for monitoring.

1. 126 Million Blogs
2. More internet users in China and in Europe than in North America
3. 350 Million people on Facebook
4. 27.3 Million Tweets per Day in Nov 2009

Since my last post on Social Media Monitoring tools, I have come across tools and service offerings from a wide variety of companies. This article covers the ’services’ that provide social media monitoring as well as the kinds of social media data an organization might want to monitor.

Toyota has suffered several black eyes in the news, a massive recall in the US and subsequently in Canada of Toyota and Lexus cars and light trucks to fix an accelerator pedal problem, a recall of Tundrea Pickup trucks in the US because of excessive rust on the frames and 6 Highlanders with ‘immobilizer technology’ stolen in a single night in one neighborhood in Toronto.

This post contains two videos that review why your organization or business needs to be watching over social media, what its impact is, 3 major shifts in customer feedback and what you should do about it.

A recent Forbes article discusses the need for individuals to watch over their online reputation and why this is so important. It is equally important for businesses. A regular routine of monitoring web based traffic and some proactive steps to take are reviewed.. Step by step actions individuals can take to protect themselves are covered.