Posts tagged with 'brand advocacy'
Once of the choice sound bites from a recent marketing conference stated that the emergence of social media “has made customer service a spectator sport.”
This is good news for the voyeurs among us, but it is obviously a headache for brands struggling to maintain their reputation and deal with complaints across an ever-increasing number of marketing channels.
And while keeping customers happy is a big challenge in itself, turning them into brand advocates that want to sing your praises is another problem entirely.
A new report from Social@Ogilvy shows that 15% of all brand mentions on social are advocacy mentions where the person expressed some positive comments about the brand.