Whereas once upon a time, customers would fill out your comment cards, perhaps send you and email or respond to your online feedback form. But today, customers are talking talking everywhere.
The advent of social media has created millions of opinions and comments being voiced each day.
A couple of interesting examples caught my eye:
JetBlue uses Twitter – Listens to Customers, Grabs New Business on the Market Culture Blog
Mining Twitter for the Enterprise: Survey your Customers’ Candid Thoughts using a Social Web 2.0 Service from Peter Laird’s Blog on BEA’s Dev2Dev online community
This week’s Advertising Age article, Is your consumer using social media? defines nine profiles of which of your consumers may be using Social Media.
Is Buzz Tracking Worth the Effort – a note from Ian Miller on how to monitor your online reputation
