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