Online customer views
It is our view at ItsOpen that the bedrock of a social media strategy requires listening to what your customers are saying and collaborating with them to improve and develop your products. And we have a number of services which can help you do this successfully. The value of shopper reviews is underlined by an interesting piece in The Financial Times by Jonathan Birchall.
Jonathan explains that Samsung is tracking what its customers are saying. It is weeding out feedback that matters from comments which are too spurious and feeding back meaningful customer views to suppliers. It’s a great way to save on product development and to be more responsive to customers.
Simply plugging into a vendor software system to do the tracking is not the way to go, in our opinion. You need specialists to interpret the data and to help you make the distinction between whether or not it represents meaningful input.
You can read the full piece here.
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