At MeasuredUp.com, consumers can tell their stories to warn other consumers. They can also tell positive stories to encourage consumers and send kudos to companies that have done right by them. And there are a host of tools that help companies monitor issues, resolve them, and manage their reputation. "One of the challenges has been to make it a site that is not just about ranting and complaining but is also a place where companies can manage their online reputation," he explains. "We still have more complaints than compliments, but it is starting to be more equal balance."
I had to stop at that statement. People want only to gripe and complain? Déjà vu! They don't see the benefit of calling out positive experiences? They aren't interested in strategies for improving customer support? They don't want a look inside the customer service strategies of the companies they might have to deal with? They just want to hear themselves complain? Do I know those people?
But I digress. Back to MeasuredUp.com.
"This economy is forcing customer service to the top of the conversation," continues Karasu. "This is a situation compounded by the continued fragmentation of media for advertising. Tools like MeasuredUp.com -- and blogs, Twitter, and other social media tools -- empower consumers and give companies a new way to reach them. If I owned company X and my budget was finite, I would encourage my happy customers to say so in a public forum."
And, of course, take care quickly of the ones who complain. That sounds all good to me.
I can't help wondering, though, what my mystery man (woman?) Econobiker will have to say about all this.
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