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72% of Consumers Research Reputations Online, 59% of Customers Happy to Share Gripes With Them

Do you use the web to complain about poor customer service? (Maybe I should say "thanks," because you keep me busy with reputation management clients).

Well, if you do, you’re not alone. According to a new study by Society for New Communications Research 59% of respondents said they regularly use social media to "vent" about a poor customer service experience.

And, thanks to the two third of you that do complain, there’s plenty of online fodder for consumers to read, when researching a company’s reputation. And lots of us are researching:

72 percent of respondents used social media to research a company’s reputation for customer care before making a purchase, and 74 percent choose to do business with companies based on the customer care experiences shared by others online.

Here’s the Reason Why Small Businesses Won’t Adopt “Enterprise 2.0″

There seems to be somewhat of a shock wave going around the web, due to the startling revelation that 68% of small businesses have no plans to adopt “Enterprise 2.0″ initiatives.

Here’s a look at a chart from the Forrester report.

I know what you’re thinking. Wow, 51% of employers with 20k+ employees are already planning to adopt Enterprise 2.0, yet only 20% of those with less than 99 employees are planning the same.

I know what else you’re thinking. What the heck is “Enterprise 2.0″ anyway?

I certainly didn’t know what the term meant, and perhaps small business owners either don’t know what the term means either or they see “enterprise” and just assume it doesn’t apply to them.

Google #1 Brand; Did Millward Brown Wait to See Q1 Before Announcing List?

Here’s something to think about, when perusing the BrandZ Top 100 Most Powerful Brands list. If Google had reported a lousy Q1 last week, would it still have taken the #1 spot?

The list–based on financial clout and brand equity–orders the top ten brands as follows:

  1. Google
  2. GE
  3. Microsoft
  4. Coca-Cola
  5. China Mobile
  6. IBM
  7. Apple
  8. McDonalds
  9. Nokia
  10. Marlboro

Maybe the list was already finalized way before Google’s financial report, but maybe, just maybe, Millward Brown held on to the report until it knew for sure that the company didn’t take a bath in Q1.

Something else to consider? Microsoft’s brand value jumped 29% while Yahoo’s dropped 13%. That appears to negate any argument that a Microsoft deal would devalue Yahoo’s image.

comScore Did Cry Wolf About Google Growth, Just a Different Kind of Wolf

By now you know that the paid click metrics released by comScore came nowhere near Google’s actual growth for Q1 2008. So what happened? Did comScore cry wolf, or is there a legitimate reason for the gaping void between what it predicted and what Google announced?

Before, I share my thoughts, here’s what comScore’s Andrew Lipsman has to say

comScore reported that Google’s U.S. paid clicks in Q1 were up 2% vs. year ago, and down 9% vs. Q4 ’07. During the earnings call, Google noted a 20% increase in aggregate paid clicks vs. year ago and a 4% sequential gain.

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comScore the Boy that Cried Wolf- Confirmed

UPDATE: Google’s Q1 numbers are out, and it grew paid clicks by 20%. So, yes, comScore is the boy that cried wolf. Or is it?

Yesterday we asked if Google’s Q1 would be a “hit” or “miss” and offered numbers from comScore which suggested the news might actually be good.

OK, scrap that.

comScore has now released the “paid click” data for March and, according to the WSJ, it’s not looking good for Thursday’s quarterly report (emphasis added):

The March data from research group comScore Inc., released late Tuesday, marked the third-straight month that Google’s paid clicks, the source of nearly all of its revenue, has disappointed analysts.

Get off Twitter, Lay Off the Blogs, and Put Some Thought Back Into Your Email Campaigns

By Michelle Greer.

Email marketing reportYou’ve created a company newsletter because it’s part of the “business plan”. Every month or so, you take a look at the deliverability and click-through rates. You know people actually open them. You also know your email marketing campaign needs work. It’s just not as exhilarating as building your Twitter following or creating that Colbert Fan Club on Ning.

Although email marketing isn’t often associated with Web 2.0, 3.0, or 12.0, people still actively open, read and act upon information from emails. According to a study done by MailerMailer, people open emails just as frequently as they did before the social web, and sometimes more often in certain industries.

How can you be sure that your emails aren’t just headed to the trash bin?