Tracing back unhappy customers online - InternetNews.com
May 27, 2009
NEW YORK -- Companies need to know about and respond to criticism on the Internet, said Matthew Brown, Forrester Research analyst at the Enterprise Search Summit in his speech on connected structured and unstructured information.
He pointed to a complaint about BMW posted in 2007. He said that companies lack the analytical tools to find customers who are complaining about their products. "The goal is to better understand customers," he said. He added that the tools are needed. "Our studies show that bad news travels very quickly today," he said...
NEW YORK -- Companies need to know about and respond to criticism on the Internet, said Matthew Brown, Forrester Research analyst at the Enterprise Search Summit in his speech on connected structured and unstructured information.
He pointed to a complaint about BMW posted in 2007. He said that companies lack the analytical tools to find customers who are complaining about their products. "The goal is to better understand customers," he said. He added that the tools are needed. "Our studies show that bad news travels very quickly today," he said...
posted by Connect Ohio at
11:45 AM
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