This is a guest post from Nick Sharples, CEO of CrisisVu. Nick will be speaking at next month’s free webinar – How to Effectively Manage a Social Media Crisis. It often feels that the tendency for a crisis to occur varies in proportion to how well a business is prepared for it. But the fact [...]
The case for buzz monitoring and reputation management has been demonstrated repeatedly in recent years. A study from the London School of Economics last year revealed that a 2% reduction in negative word of mouth boosts sales growth by 1% and Dell has attributed a monetary value to this: their average customer is worth $210; their average online detractor costs them $57 and their average online promoter earns them $32.
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