Comments on: Should Businesses Monitor the Social Networks? http://kommein.com/should-businesses-monitor-the-social-networks/ Shared by all. Wed, 16 May 2012 18:26:00 +0000 hourly 1 http://wordpress.org/?v=3.1.3 By: Alison Michalk http://kommein.com/should-businesses-monitor-the-social-networks/#comment-115 Alison Michalk Tue, 20 Jan 2009 02:58:35 +0000 http://kommein.com/?p=173#comment-115 Great post Deb, I agree with all the points above. Companies simply can't afford not to monitor (and participate) in the conversation. It should be viewed as feedback and an opportunity to address the issue and win over others - the companies that will thrive will be those that have a real voice in the social media space. I manage a community of 140K, and just yesterday they started a thread on companies with the worst customer service. 120 posts in and not a representative in sight. I suspect your friend's Telco may have got a mention, as they all rated quite highly! Great post Deb, I agree with all the points above. Companies simply can’t afford not to monitor (and participate) in the conversation. It should be viewed as feedback and an opportunity to address the issue and win over others – the companies that will thrive will be those that have a real voice in the social media space.

I manage a community of 140K, and just yesterday they started a thread on companies with the worst customer service. 120 posts in and not a representative in sight. I suspect your friend’s Telco may have got a mention, as they all rated quite highly!

]]> By: Deb Ng http://kommein.com/should-businesses-monitor-the-social-networks/#comment-114 Deb Ng Mon, 19 Jan 2009 22:45:22 +0000 http://kommein.com/?p=173#comment-114 I think in a way the Internet can be a big businesses worse nightmare. Bad news can go viral in nothing flat if we're not careful. However, the Internet can also be a company's best friend. If used properly it can rally folks around a product or service rather than drive them away. I think in a way the Internet can be a big businesses worse nightmare. Bad news can go viral in nothing flat if we’re not careful. However, the Internet can also be a company’s best friend. If used properly it can rally folks around a product or service rather than drive them away.

]]> By: Lucretia Pruitt http://kommein.com/should-businesses-monitor-the-social-networks/#comment-113 Lucretia Pruitt Mon, 19 Jan 2009 07:16:22 +0000 http://kommein.com/?p=173#comment-113 Oh yeah - one of the few things that your friend doesn't get? The conversation is going to go on whether he approves or doesn't, and whether he ignores it or doesn't. Customers aren't passive any more - they have voices. You can't ignore what they're saying and hope it goes away. The river is going to keep flowing whether you are in it or not. At best, you can listen, respond, and participate - and in doing so, if you're lucky? Possibly divert the flow a bit so that it heads off in a positive direction rather than flooding the valley below. Your friend needs to read Groundswell and wake up to the 21st century I'm afraid :( Oh yeah – one of the few things that your friend doesn’t get? The conversation is going to go on whether he approves or doesn’t, and whether he ignores it or doesn’t.

Customers aren’t passive any more – they have voices. You can’t ignore what they’re saying and hope it goes away. The river is going to keep flowing whether you are in it or not.

At best, you can listen, respond, and participate – and in doing so, if you’re lucky? Possibly divert the flow a bit so that it heads off in a positive direction rather than flooding the valley below.

Your friend needs to read Groundswell and wake up to the 21st century I’m afraid :(

]]> By: JR Moreau http://kommein.com/should-businesses-monitor-the-social-networks/#comment-112 JR Moreau Sun, 18 Jan 2009 16:16:18 +0000 http://kommein.com/?p=173#comment-112 This past November I had a bad experience with my student loan company and after being frustrated by their customer service, I decided to write a negative blog post about the company to do my part (and get back at them the only way I knew how). The next day after I posted this blog, the VP called me and apologizes and said how he read my blog and was upset that I had a bad customer experience. How sweet. Here's the link to my post(s): http://notsoliteral.blogspot.com/2008/11/were-in-recession-of-corporate.html http://notsoliteral.blogspot.com/2008/11/it-is-amazing-to-be-listened-to.html This past November I had a bad experience with my student loan company and after being frustrated by their customer service, I decided to write a negative blog post about the company to do my part (and get back at them the only way I knew how). The next day after I posted this blog, the VP called me and apologizes and said how he read my blog and was upset that I had a bad customer experience.

How sweet.

Here’s the link to my post(s):

http://notsoliteral.blogspot.com/2008/11/were-in-recession-of-corporate.html

http://notsoliteral.blogspot.com/2008/11/it-is-amazing-to-be-listened-to.html

]]> By: Deb Ng http://kommein.com/should-businesses-monitor-the-social-networks/#comment-111 Deb Ng Sun, 18 Jan 2009 11:39:17 +0000 http://kommein.com/?p=173#comment-111 Hi Michelle - That's a great two cents! It's so important for businesses to learn what's being said about them - and work to correct any negativity. Hi Michelle – That’s a great two cents! It’s so important for businesses to learn what’s being said about them – and work to correct any negativity.

]]> By: Michelle http://kommein.com/should-businesses-monitor-the-social-networks/#comment-110 Michelle Sun, 18 Jan 2009 01:01:58 +0000 http://kommein.com/?p=173#comment-110 Absolutely! Even if they just use free tools like Google Alerts and Twitter Search it is very important to keep tabs on their brand in the marketplace. One to listen. Two because it is better to fix the problem then to have it fester and spread further. My two cents! Absolutely! Even if they just use free tools like Google Alerts and Twitter Search it is very important to keep tabs on their brand in the marketplace. One to listen. Two because it is better to fix the problem then to have it fester and spread further.
My two cents!

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