There’s a flood of information rushing past you at every moment. That’s just life in the digital age.
There’s about a billion people having a conversation in the next room. Do you know what they’re talking about? Could it be you? Gosh, I hope they’re saying nice things!
With reputation monitoring, you don’t have to worry. We can monitor the information flow for mentions of you, your products, and your brand. When you’re on the tip of someone’s tongue, you can engage them in conversation.
There’s an old statistic: A dissatisfied customer will tell between 9 and 15 people about their bad experience. A whopping 13% will tell more than 20 people. (Source: White House Office of Consumer Affairs, Washington, DC) For every customer who complains to you, there are 26 other unhappy customers who didn’t tell you about it. (Source: Lee Resource Inc).
There’s an old statistic that an unhappy customer will tell between 9 and 15 people about their bad experience, and that only a faction of unhappy customers will tell you about it.
That’s especially true in the digital age. Why should I phone you up and explain my dissatistifaction, when I can blow off some steam by badmouthing you on the internet? It’s much faster, and I don’t have to be so confrontational.
If you’re a restaurant, for example, it’s critical to monitor sites like Urbanspoon, Trip Advisor and Google Places. Your should encourage your happy customers to post reviews online, and monitor for bad reviews and complaints. You’d be amazed by how many people will see that 1-star rating some unhappy customer posted a year ago, and decided to go to your competitor instead.