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      Trend Stories: Client Coverage, Public Relations Industry Trends, Social Media Trends, Technology

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    1. “ We do a lot of online market research with our customers to find out where we have done well and where they think there may be room for improvement. ”
    2. “ We've started allowing those who enjoyed their last visit to the store the option, at the end of the online questionnaire, to automatically post a message about their good experience on their Facebook page. It gets us around 650 posts a month that have the potential to be seen by, we estimate, around 100,000 people. ”
      By Jon Munro
    3. “ Listening to online conversations and getting feedback from its team of social media customer services experts has proved successful for Dell, too. The computer manufacturer uses lessons learned from customer feedback as well as suggestions offered through social media and its own website to refine products and decide what new lines should be launched. Maribel Sierra, director of global social media and communities at Dell, points out this has led to many product and customer service improvements. ”
    4. “ We've also improved connectivity on some of our machines and started pre-installing Linux. ”
    5. “ We've reached out and engaged with Tetley's target audience of housewives aged 25-55 and Tea Folk has attracted 115,000 Facebook fans, of whom 75% are active users participating on the page in the last month. ”
    6. “ This idea of listening in to social media buzz has gone a step further at Rentokil. The pest-control firm is not only offering advice on how to deal with pests mentioned in conversations, but is utilising reports to literally map out bug infestations. These conversations, which are picked up by listening and tracking services from Sentiment Metrics, are not only bringing the brand closer to its customers, but are also encouraging enquiries for pest control services, according to Alicia Holbrook, social media manager at Rentokil. ”
    7. “ Ratings are obviously a great way for customers to find out what other people have thought of a wine and if a rating goes low, it rings alarm bells with us and that line is stopped. ”
    8. “ We always seek to get a tasting group of customers so we know we're getting honest input and we also know that if they like the wine and we start selling it, they'll be the ones who can influence the most people to try it out. ”

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