Tracking Online Buzz
As social networking sites grow in popularity it is becoming more and more crucial to monitor any online mentions of your brand. You can use these methods to take advantage of opportunities to connect with satisfied clients who can become advocates for your services and products (as in the above example). You can also connect with clients who are dissatisfied before negative publicity grows and damages the public’s perception of your brand. An excellent example of why this can be valuable is the massive amount of bad buzz and negative publicity caused by United Airline’s handling of one angry customer’s request for replacement of a broken guitar (story HERE).
The method you choose to monitor mentions of your company is less important than having a system in place that ensures you are aware of it when your company is being discussed online.