Much is made these days about how ‘engaged’ the modern company is supposed to be. We have all heard stories of companies filled with teams of people whose job is to cruise the internet and make customers happy by solving their whiny little problems.
The sad news is that that is largely the anomaly, not the norm. According to a recent study by BearHug and 80Legs, most consumer questions in online ‘feedback communities’ go unresolved. How is your company doing? Are you keeping the tide of public opinion in your favor? Check the numbers to see how you are doing against the competition: