Many of my recent posts have been describing how social media is changing Customer Satisfaction processes. Some companies are doing well adapting to social media and others are finding it difficult to understand this new media and its impact.  I have been logging examples of good and bad responses. What is clear is that every company, at minimum,  needs to be tracking what is being said about them on social media.

This post will deal with some of the tools available to track your company’s name, product or products,  your leaders and your brand  OR your competitors and what is being said about them in social media.

1. Google alerts are email updates of the latest relevant Google results (web, news, etc.) based on your choice of query or topic. You can track your own company and you can track what is being said about your competitors too. Customer satisfaction can be measured in the number of both positive and negative comments.

2. Social Mention -Social Media Alerts. Like Google Alerts but for social media. Receive free daily email alerts on your brand, company, CEO, marketing campaign or your competitor!Tracks mentions of your brand across top social media sources such as Flickr, YouTube, Digg, Delicious, Twitter, social bookmarks, news, videos,

3. Social Radar: Social Radar has been collecting social media data since 2007 providing historical content. Their proprietary crawler collects social content from people who are sharing thoughts, opinions, reviews, and information. These sources can be anything from blogs and news outlets to forums and social networks.  Social Radar is a feed based offering.

4. Backtype : BackType is a real-time,  conversational search engine.  Conversational search is a new way of searching the web to surface what reputable people are saying about topics and web pages that interest you.

5. Techrigy SM2: Another social media marketing tool (both free and fee versions). The advantage is that it aggregates all of the conversations (including blog comments) into one dashboard & providing analytics for them.

6. Twitter Search: As the name implies, it is a tool provided by Twitter to track a name, phrase or keyword being used on Twitter.

7. Tweetmeme: TweetMeme is a service which aggregates all the popular links on Twitter to determine which links to blogs, images videos and audio are popular . . It tracks current, daily, weekly popularity and it has a search tool bar.

8. Tweetbeep is a free web-based service that lets you get notified via e-mail whenever someone mentions a word, name or phrase on Twitter. Find out immediately when someone tweets (posts) your name, company, or website address on Twitter, even if they use a URL-shortening service like TinyURL. Sends updates hourly.

If you know of additional sites or find new ones, please provide them in the comments below.

Using these tools, companies can, at minimum, listen to what is being said about them on social media, the good and the bad and decide what action to take, if any. This is a critical new function that companies of all sizes will need to undertake as part of a Customer Satisfaction Strategy.

I welcome your comments.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

One Response to “What Social Media tools to use to track Customer Satisfaction”

  1. Customer Satisfaction Survey Data: Predicting the Trend? | Customer Satisfaction and Reputation Management Says:

    […] on this blog that deal with how to listen and track customer data being offered on the web. See What Social Media tool to use to track Customer Satisfaction, New Customer Satisfaction Trend – Sentiment Analysis , and More Social Media and  Reputation […]

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