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The Aberdeen Group has released a new research study called Brand Reputation Management: Using Online Monitoring to Protect the Company’s Crown Jewels

As a leading company providing social media monitoring we support the growth of the research and sharing of information in the field of online brand monitoring.

Here are a few tidbits from the study:
*Class determinations for this study are based aggregate web performance scores. Best-in-Class companies consistently use more monitoring services.

  • Best-in-Class companies are 2.4-times more likely than Laggards to improve year-over-year performance in customer retention rates. On average, Best-in-Class companies improved customer retention rates 11%, compared to 1% for Laggards.
  • Best-in-Class companies are 400% more likely than Laggards to improve year-over-year performance in return on marketing investment (ROMI). On average, Best-in-Class improved annual ROMI rates 16%, compared to a 1% improvement amongst Laggards.
  • Best-in-Class companies are 16-times more likely than Laggards to improve their ability to protect online brand reputation.
  • Best-in-Class companies are 2.7-times more likely than Laggards to improve customer satisfaction. On average, Best-in-Class improved year-over-year customer satisfaction levels by 14%, compared to a 3% improvement amongst Laggards.

Results like these add proof to the pudding we’ve been dining on for years, that listening to customers and responding to their need leads to a more engaged, satisfied and loyal customer base.

Access to the report is free until July 3 (just requires a registration), simply click here to download your copy.

There is 1 comment for this entry

Very interesting post.

Everybody is talking about collecting data and it’s relevance to brands.

For me if everybody took reputation management seriously and was proactive then their message and brand values would be more successfully communicated event in a crisis.

5:05 am September 9th, 2009
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