Posted July 1, 2008 9:54 am by with 11 comments

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While most of Radically Transparent is about managing and monitoring your online reputation, we spend a lot of time explaining that customers are discussing your brand and would love to have you join the conversation. New research from shows just how badly your customers want to hear from you.

Jeremiah Owyang has summarized the key points (emphasis is mine):

  • 55% of customers in their survey want to have an ongoing discussion brands
  • Respondents were most anxious to talk to the product design (49%) department, followed by customer support (14%), marketing (14%) and pricing (13%)
  • 89% said they felt more loyal if they knew the brand was listening through a feedback group
  • WOM: Sixty-one percent of survey respondents said that they told at least 10 people about the last brand they liked.
  • WOM: Eighty-one percent of respondents will tell at least five people.

I tell many companies, if the only step you take is to monitor customer feedback–and act on it–you’ll see huge benefits.

How would you like to have 89% loyalty to your brand?

  • I will not be satisfied. I will aim for 100% and keep pushing for increased number of customers. It is possible to achieve, given the determination.

    Nicole Price’s last blog post..Bill Gates: Dethroned!

  • I agree with Nicole, every client should be satisfied, 100%.

  • I agree, social engagement is they key to business online. I think more and more companies will grow on to this in the next 12 months.

    Utah Search Engine Optimization’s last blog post..The Unwritten Laws of Social Media

  • So how to make the 11% loyal?…Aw, I guess everybody love to be listened.

  • I don’t think this can be stressed enough. I have about 15 blogs and haven’t been able to keep up on the comments on most of them. The biggest downfall has been my personal blog.

    I just haven’t had time to keep up on the comments and it really drops off your visitors. This same principle carries over to any business, even the one I work 9-5 in. You have to respond to your customers and follow up.

    Erik’s last blog post..Wanna Buy Some Blogs?

  • Great customer service quotation today showed up in one of my feeds:
    “The customer doesn’t expect everything will go right all the time; the big test is what you do when things go wrong.”
    – Sir Colin Marshall (Chairman of British Airways)

  • PS3

    It’s commendable and right to strive for 100% but that is extremely difficult in the online world, where you don’t necessarily get a proper opportunity to get face to face with the customer/client.

    Sometimes words alone cannot express a sentiment.

  • I’m not surprised really. So many companies / brands seem to just ignore their client base, it’s easy for customers to feel disenfranchised. It’s unfortunately the norm. So when a company actually listens . . . and responds in a positive way, they will create a solid relationship with their customers. It’s inevitable.

    Top Rated Digital’s last blog post..The Top 10 Digital Cameras Ripped Apart

  • I think achieving 100% is nigh impossible. You can’t please everyone!

    Carolina Panthers Blog’s last blog post..Position Analysis: Center

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