Online brand reputation monitoring with customer care

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A few facts:

• There are almost 1 million blog posts every 24 hours, according to www.thefuturebuzz.com.
• 175 million people update their Facebook status each day (per Facebook.com, Jan 2010)
• In mid-November 2009, there were an average of 27.3 million tweets per day.

For many people, social media is a public soap box -- a podium upon which anyone can step and give their opinion of anything under the sun.

Today, the savviest marketers are not only monitoring the conversations, they're participating in the conversations -- and they're participating using the best practices of customer service.

How do you approach what people are saying about you online?

Are people looking for information on your product, praising your customer service, or complaining about your one of your trusted distribution partners?

TMP Direct can now listen for you -- then act.

Step 1: We actively monitor forums, blogs and social media regarding your company, product or brand. We track the comments and conversations, and provide analysis back to you.

Step 2: Once located, TMP Direct can posts appropriate response(s) if desired.  Responses include providing product information, answering technical questions, correcting mis-stated information, and escalated handling of potentially dangerous posts.

Step 3: The posts are then entered into an Online Activity Database, which provides the foundation for invaluable analysis. Tracking reports categorize what is being said -- which helps you understand:

• If there are pervasive complaints or misunderstandings about your products or services
• How passionate your current customers are about recommending you
• Which competitors are being discussed
• What people are saying about your advertising, website, packaging, dealers or distributors
• How accurate your market research is concerning what customers and prospects really care about
• Are there liability issues you should be aware of?
• And more!

Why choose TMP Direct?

Not only are we using the leading analytical tools, we've put these tools into the hands of career customer service professionals whose passion is to strengthen relationships.

And better still, our tracking data and analyses are reviewed and summarized by human beings, so we offer a more reliable view of your online presence than automated-only tools.

Read a case study here.

Contact Jeff Susich at 877-477-7845 or email Jeff to find out more about TMP Direct webWatch. Ask about a 30-day free trial.

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