Many companies monitor what is being said about them on the streets as well as on the internet. Because of blogging, micro blogging such as Twitter, and other forms of online avenues, it is extremely easy to receive publicity good and bad. Comcast actually has employees who do nothing but monitor what people say about them (using Twitter).
The point I want to make is not that you should monitor yourself, but you should. I think it is more important that you follow up on the publicity that you receive. This needs to be the case when you receive good and bad publicity or word of mouth. If someone is talking nice about your company, thank them! Tell them that you appreciate that they are trying to spread the word about your company. Sometimes it can be difficult to track down the people spreading positive word of mouth about you. If you find out that someone is spreading negative things about you and your company, find out who they are, and try to remedy the situation. They already like to talk, give them something to talk about in how they originally had a problem, but your company went out of its way to help them.
Word of mouth can help and hurt your business at the same time. It should also not be your sole means of marketing your company. Make sure to monitor it, and follow up on all forms of it. Make sure that in everything you are doing with your company; provide the highest levels of customer service and products and services at all times. In today’s times, it is easy to be found if you don’t, and that could cost you!
Source: http://georgiasbdc.typepad.com/georgia_sbdc/2009/02/any-publicity-good-publicity.html
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