SUMMARY: As many as 70% of consumers who contact your company with a complaint will also post their complaint in a public online forum. This year, consumers will post almost a billion comments and reviews of brands online.
In our interview with expert Pete Blackshaw, you'll learn:
- How to track consumers writing about you online
- 6 steps you can take to influence results
Please note: you should assign a staffer in marketing communications to handle this on an ongoing basis: