The Consumer’s Voice - Are They Talking About You?

Check out this site www.my3cents.com.

This site is all about the “consumers’s voice being heard.”  And you can slice and dice it any way you want.  You can search for  ”most talked about” company by category (including phone/cable, consumer stores, travel, financial, computers…etc.)  You can get consumers’ reviews on a company.  Or you can search by “product” and get consumers’ opinions.

Unlike some online forums however, businesses can respond to postings, resolving, explaining - and in some cases increasing frustration.  They can do this for free. And for a subscription of $99 - businesses can be alerted when a consumer has posted a complaint as well as let the business specify resolution contact information that will be presented to consumers BEFORE they write a negative review on the business. (kind of a lost stop-gap measure before someone lets it “all out” in an online forum.

Is your company mentioned in this forum?  Social medias like www.my3cents.com are letting the consumer’s voice travel a greater distance these days.  No longer are they grumbling to their neighbor over the backyard fence. These forums provide consumers with information to use as they make purchase decisions, requiring even greater reasons to provide great customer care experiences - whether online or in person.

Are outlets like this impacting your business?  How are you addressing? Do you have someone monitoring and responding to postings like this?  Let me hear from you.