Posted January 28, 2009 2:26 pm by with 5 comments

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I’m a sucker for any new research that has data on how well companies are managing their online reputation. So, like a moth to a flame, I’m drawn to a new report from the CMO Council and Satmetrix.

To be honest, there are a lot of great stats in the report, but here are some that really jumped out at me:

  • 44% of respondents admitted that high-profile negative customer experiences had at some time compromised their brands!

Which is not surprising when you consider:

  • Only 13% of companies have deployed real-time systems to collect, analyze and distribute customer feedback
  • A mere 23% say they track and measure the volume and nature of customer feedback via email

And, finally:

  • Only 16% monitor online message boards and social networking sites

Take a look at the stats and let me know what jumps out at you.

  • Frank Reed

    It’s amazing to me how little attention is paid by the vast majority of businesses to the wave of good, bad and indifferent reviews / complaints / and other things online that happen all day every day.

    The mentality that if you ignore it, it will disappear is just not very prudent. I am working with a client who is experiencing real pain from this lack of attention and it just opens my eyes more to the REQUIREMENT that all businesses need to keep an eye on their online reputation, not just the big boys.

    Frank Reed’s last blog post..The Hope of Internet Marketing

  • Leslie Gaines-Ross

    Thanks for sharing this. Considering this environment, you might think that 44% is low. Wonder how many of them were real vs rumor. Best, lgr

    Leslie Gaines-Ross’s last blog post..Reputation Premium at Work

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