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.