Is the online community helping or hurting your brand?

The Problem:   The biggest name in composite decking was often discussed in forums and blogs.  Customers and prospects posted questions and raised concerns … but the manufacturer wasn't taking an active part in the discussions.  Their reputation – and possible new sales – were potentially impacted.

The Solution:  TMP Direct implemented a reputation monitoring service to systematically (a) identify where questions and comments are being posted in online forums and (b) locate commentary about the product and manufacturer in blogs. 

The manufacturer can now see exactly where and how often their products are being discussed.  It gives them a reality check concerning what prospects are really interested in … and what customers are really saying.  It’s an invaluable, ongoing addition to their other market research.

Since TMP Direct was already providing inbound phone and email customer care, we were able to quickly and authoritatively address online postings – answering where-to-buy inquiries, warranty questions, care and cleaning concerns, technical support for tricky installation issues, and much more. 

In addition, we’re able to correct misinformation online quickly before it can do damage.  And “make it right” for individual customers who have had a bad experience.

The Result:  The manufacturer now provides the same level of superior support to online visitors as it does to people who contact them by phone, email or their website.   Plus, their proactive monitoring of forums and blogs shows their customers and prospects that they are attuned and responsive to what people are saying about their brand.