Customer Satisfaction and Reputation Management

Most Organizations measure customer satisfaction with surveys. They can be tracked, and measured and compared year over year, month over month, quarter over quarter. But what techniques are available to raise early warning flags? Three types of measurements can help: Predictor Metrics, Prevention Programs and Social media / Blogs / Complaint Sites.

Radian6, social media monitoring platform for marketing, communications, and customer support professionals, is sponsoring Twebinars (hour long audio interviews) to share how companies are using Social Media on a regular basis. The most recent Twebinar covered how Xbox is using Twitter to augment their customer service. This article covers some highlights of how Microsoft Xbox support team called the ‘Elite Tweet Fleet’ is using Twitter, how they are organized, what they measure, and how they are managed.

Customer Satisfaction and public relationships departments are increasingly becoming aware of the need to monitor Social Media surrounding their brands, products, services, company name and key personnel. Failure to react appropriately to public sentiment turned bad using these tools can be disastrous for a brand or a product. How to do that work in today’s world of Social Media, complaint sites, Sidewiki and blogs, is a challenge. Some trends and tools and services are starting to emerge.

A recent article appeared in the NY Times: Mining the Web for Feelings not Facts, talks about a new science of searching the web for customer satisfaction data through mining of words, rather than survey data. For many businesses, online opinion has turned into a kind of virtual currency that can make or break a product in the marketplace says Alex Wright, the article’s author.” Typical customer satisfaction techniques of surveying customers to understand their level of satisfaction, while it may have some accuracy advantages, will be found to take too long in today’s instantaneous feedback environment.