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Tagged with: research

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.

Last Friday, everyone here at Converseon gathered around for some piazza and Social Media Friday.

Social Media Friday is a time when we get together, share links, talk about recent trends, informative sites and current news about social media.

Here is a look at last week’s links:

Election Day Links:

Dominos Pizza Tracker Takes Political Poll (Republicans order specialty pizzas)

Celebrities work on viral video to “Get out the vote”

Twitter site we users can report voter lines, times, and snafus in real time

Social News:

Ever wish the headlines had a sense of humor? Fark news delivers the news with snarky glee and a forum to make your own comments on the day’s events

Delicious Popular offers the most popular items bookmarked today.  While it is a mix of different things, it’s a bit heavy on programming and design

Keeping track of the most tweeted Urls: Twitturly

Sphin, a social new site for the SEO and Search Marketing Crowd

Twingly, blog search that allows feeds of search terms, this one is for “social media”

Companies in social media:
Pepsi Launches a New Social Media Campaign a gets some constructive criticism

GM’s Social Media News Room shows off blog press release, high-res flickr photos and corporate tweets:

IBM’s Center for Social Software opens news doors for creating collaborate software and research

HP’s Social Computing Lab offers up their research on crowd sourcing, incentive design and other social media topics

Microsoft builds new interdisciplinary research center in New England

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