This past Tuesday, I had the chance to be featured on Nightline in a segment motivated by the Dominos crisis the week before. The producers were trying to understand a bit more about how brands can respond well (Dominos did a pretty good job overall) and what kind of tools are available to "listen". They had a sense that there was some sort of CIA-like capability open to brands to monitor consumers.
The reality is that we have some pretty sophisticated tools and methods for paying attention to what customers are saying about the brands and issues they care about. They are talking across te social Web and almost always hope that people and brands are paying attention and respect their POV. Our Listening Post tools powered by the best in the business (e.g. Radian6, Visible Tech and others) are a not just a source of intelligence for the brand but a sign of respect they have for customers and people in general.
You can check out the segment here. And no, that's not me taking a bath in the restaurant sink at the end.
Comments