Category: Voice of the Customer

Categories: Social Media, Voice of the Customer, Web Marketing, Word of Mouth Posted on

Findings: Why Companies Should Talk to Customers

ExpoTV recently ran a research study to determine how do consumers relate to each other. While this isn’t Forrester Research, so I will not defend, nor explain their methodology. It’s rare that analysts point to research other than their own, if I put your interests first, you’ll continue to come back to me. Blog ExpoTV found that: 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 (attention insight community vendors) WOM: Sixty-one percent of survey respondents said … Continue readingFindings: Why Companies Should Talk to Customers

Categories: Challenges, Groundswell, Social Media, Voice of the Customer Posted on

Troubled, Some Pharmaceuticals Turn a Blind Eye to the Blogosphere

A rather sad paradox, where fear has overtaken an opportunity to improve relationships with patients and clients. While this may not hold true for every pharmaceutical company, I recently met one who had banned it’s employees from monitoring blogs, social media and the online conversation. [Why did this pharma company ban their employees to monitor blogs? If a patient complained about a treatment or medicine having ill-effects, then the pharma would would be liable to take action] Responding to every customer can be very, very costly, considering how many people may be talking about medicines, often anonymously in online forums. We saw similar fear a few years ago as Finance and Insurance companies were afraid to toe-dip into the conversation … Continue readingTroubled, Some Pharmaceuticals Turn a Blind Eye to the Blogosphere