Heard the latest example of a company receiving negative public relations via the web and social media? Alaska Airlines apparently gave a paying customer’s ticket away to someone on standby because that customer had to run to the bathroom to change her baby’s diaper. That customer service error led fully fledged public relations debacle: Alaska Airlines Hates Families After reaching a dead-end with the company, the couple turned to the Internet to air their complaints (which seem reasonable). All this negative PR could have been easily stopped before it happened, without any fancy technology or marketing — provide good customer service.
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Business
How Much Does Each New Customer Cost?
How much does each new customer cost your business? Businesses love to dump money into Google AdWords campaigns, but then they ignore what the results are telling them. A lot of companies are spending more on a acquiring a new customer than that customer is giving them in return. Cost per acquisition is a valuable statistic for understanding whether you’re actually getting something for all the money spent in advertising.
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Review: Real-time Social Media Monitoring with Social Mention
Keeping up on what’s being said about a company or brand can be difficult with so many different channels. It’s even more challenging when people expect real-time responses via social media to problems and issues. A lack of response when there’s a problem can be more harmful than the problem. Social Mention makes it easy to monitor, not only what’s being said, but also who is saying and what the general sentiment is towards the company or brand.
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