What Customers Tell Others (Reputation)

Description

One of four assessments used to measure Customer Health. The comments customers make about a brand to others tends to be much more predictive than what they tell the company. Customers are more honest and less reactionary (positive or negative) when telling their stories about the brand to others. When they are extreme in their comments, a company can take that to the bank. It tends to be real feedback, real perceptions that will stick and predict their future behavior. What customers tell others can be measured through Comments on Blogs / Social Media sites, Comments on products/brand/services, Customers Sentiment Monitoring.

Covered in Topic(s)

Social Media setup: Blog/Micro-blog