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The best social media monitoring program ever

You should be tracking the word of mouth about your company. You should know what is being said about you in blogs, reviews, and social media.

If you’re a big company, you should hire one of the great monitoring firms out there.  If you’re a small company, you can do it yourself.

Either way, it’s important to get a personal feel for what people are saying.

Debbie Curtis-Magley of UPS has come up with the best solution ever:  Receptionists and admins in her department help follow the online word of mouth.  Each one is assigned a topic, and keeps a sharp eye and human perspective on what is being said.  I love how Debbie has taken the participatory nature of social media and extended it to the research side.

Listen to Debbie explain it:

 

P.S.  Favorite factoid:  UPS started doing this because it’s really hard to use automation when your brand is a common word.  They were flooded with information on push-ups, sit-ups, pull-ups, and screw-ups.

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