The Next BIG “Customer Feedback” Method Already Happening

    Rather than using traditional marketing research, companies are able to listen, engage, and share internal thoughts with their customers through blogs/blogging. Blogs are a tool that gives companies the opportunity to build relationships between the company/organization and its customers, allowing the company to become more transparent due to social media during Web 2.0. In other words, companies have a chance to propose the culture, processes, and people in the organization to the customers through blogging.  customers are already having conversations about companies, which is another reason for companies to blog.

However, not anyone can “just” blog for companies/organizations. Corporate blogs don’t have to be posted by one person. Employees within the organization  who have “expertise” can blog along with being able to listen to what  customers are saying.  Corporate blog posts have to have follow-up blogs. What this does is it allows companies to become more visible to its customers along with really listening to the customers.

Companies can have a sense of control of their blogs by creating blog guidelines for customers posting comments.  furthermore, companies can now see how much traffic their company is receiving, what is the top post or page, and receive customer feedback through creating blog posts. Customers are able to see companies’ vision through blogs and it also gives companies an advantage to hear what people are saying and doing about the company.

How can return of investment be measured? was a question that was rasied during the conference.  Dell has a great commercial explaining this saying “customer feedback is priceless.” WordPress is a prime example in how return of investment can be measured through quality.  A company was advertising their products in a positive light in which a customer responded with negative feedback. As a result, the CEO responded hiring word press as one of the vendors for this reason. Thus, this is how WordPress was developed. The return of the investment is  creating a customer-CEO relationship.

Generally speaking, companies who have not done so should really consider having blogs for customers to post their feedback because like I said previously, the conversation is already taking place. Shouldn’t companies have a “place” in which customers can converse with the internal comany and want to know what their customers are thinking or doing? So, why not implement blogs as a social media tool that is prevalent in the workplace?

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One Response to “The Next BIG “Customer Feedback” Method Already Happening”

  1. Brittany Maree Says:

    I agree with you about blogs for companies. It does create a one-on-one relationship with a customer and the company. It allows the customer to understand what is going within the company, which maintains the relationship. In return, people can provide their opinion about the company. Feedback is one of the most important things for a company to receive. Feedback is definitely a priceless item that companies need to understand can help them in other apects, such as learning how to better effectively target their publics. I think blogs are useful in some instances, but if a company wants honest feedback from customers, a blog is definitely the way to go.

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