Monitoring Social Networks
It is amazing to know that there are companies being paid to monitor my Facebook updates, I was definitely unaware. If I made a negative comment or complaint about a company to then receive a call from a customer service representative, I would find that somewhat creepy but also a very inventive and inspired way to handle customer negativity.
I currently work in the hospitality industry for a hotel management company at the corporate headquarters. We receive customer letters of comments, both good and bad, on a daily basis and I’m sure these people are tweeting or updating their facebook status to comment on their experience at our hotels. I think that hiring an agency or company to monitor these social networks for any feedback with our company or hotel names in them would be a good way to compile candid opinions and criticisms of their experiences at any one of our properties. This would aid with the operations of the hotel and the level of customer service that is expected from our visitors of our properties.
I also think a business such as the one I work for could use a company like Alterian or Attensity to monitor what types of people (business travelers, families, couples, etc) travel to certain destinations. If they could find a way to monitor social networks for posts, updates or tweets containing this type of information, I think it could help with their target marketing and to see if there are any niches that there may be.
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