Watch an interesting interview of Kip Wetzel, Senior Director Social Media Servicing & Strategy, Comcast that talks about how Comcast is evolving its use of Social Media as customers evolve in their use of social media. Brian Solis, published author of ‘Engage’ and the ‘End of Business as Usual’ moderates the interview. Solis is globally recognized as one of the most prominent thought leaders and published authors in new media.

Last year I wrote an article about the Temkin ratings of US companies which included 6000 customer experiences across 143 industries. Temkin has just released the 2012 Temkin Experience Ratings. This time they have 10,000 US customer experiences across 208 industries. Overall most industries improved led by insurance but there were some real surprises in the top ranking results.

Groubal, a recent American start up that champions consumers complaints has launched a new Groubal Customer Satisfaction Index. This index tracks the customer dissatisfaction of hundreds of brands through monitoring comments on social media like Twitter and Facebook. Then they dynamically rank the worst ten brands – with data updating every hour. Viewers can see the worst ten highlighted graphically on the homepage, or can click on an individual brand name or search for a specific brand to see how they’ve ranked over the past seven days. In addition, to the top 10, Groubal also divides Brands by sector and if you click on the sector you can see the worst 10 brands in that sector. If a Brand is consistently on the top of the ‘worst brand’ list in its industry or in the overall list, the corporation needs to take notice and pay attention to the ‘voices of its customers’.

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