I had a nice chat with a reporter from BrandWeek and our client SourceForge yesterday. The reporter was looking for input from companies who monitor the Web for negative customer comments and then respond to those customers.
SourceForge, a premier media site targeting techies, is one of our most forward looking accounts in this regard. Ross Turk, the community manager for SourceForge.net, has been very good about reaching out to people (on sites like Twitter and Facebook) who appear to be disgruntled for one reason or another regarding SourceForge.
You can follow Ross for yourself on his Twitter feed.
Ross said that reaching out to people directly, even when they are strangers who are unhappy with his brand for one reason or another, has yielded quite positive feedback. Not only have the people he's reached out to appreciated his candor - he has anecdotal insights to bring back to the marketing and management team at SourceForge.
1 comment:
This is a really good case of using online tools as a channel for measuring customer satisfaction. I do wonder, however, if you can cheat the social media system? http://tinyurl.com/3j4uk5
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