They also have brand and media tracking, social media monitoring, and more.Īll of this is customized for different clients, such as businesses, educational resources, and agencies. Using these metrics you can cover every side of your social reputation management plan, all from a single dashboard. Mention is an awesome tool in the way it operates using a four-goal system: sentiment monitoring, crisis management, competitive analysis, and finding influencers. That is what makes sentiment management such a big part of social media interaction and marketing today. And an American Express Survey also found that 78% of customers will back out of a purchase because of a bad service experience with a company.Īll of this leads us to one conclusion: keeping customers happy is a major part of success and profitability, and part of doing that is making sure you catch problems early. “Understanding Customers” by Ruby Newell-Legner it takes 12 positive experiences for a customer to feel better about a single negative experience. And if they are saying bad things you have to be able to quickly respond.

It isn’t enough that people are talking about your brand, they have to be saying good things. So how do we make sure we are really taking advantage of it? By having the right tools in our corner to monitor, analyze and respond to every single relevant brand mention on the web. We all know that social reputation management is a critical part of running any business in the digital world of today. Or you may be missing social media interaction under the surface, leaving your reputation vulnerable. Chances are you have no idea, not unless it has been a major complaint that has come directly through your customer service office. I mean real, organic brand mentions from your user base. What are people saying about your brand? I am not speaking about those paid advertisements or reviews on popular blogs that you have been orchestrating.

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