About two-thirds of the times we write about a specific company, we get a comment or some sort of feedback from the company. Sometimes it’s an employee defending them. Sometimes it’s a PR person offering to help. Once in awhile it’s the CEO.
No matter who responds, I’m always impressed. Because it means they’re listening and they care. They care enough to speak up and get involved.
My guess is over 90% of the companies get talked about on the Internet. Every time it happens, some company has an opportunity to keep or recover a customer. And they have an opportunity to hear valuable information about how to improve their business.
What are people saying about YOUR company. More important, what are you doing about it?
