Hello all!

Inspired by a Mashable article posted last week (http://mashable.com/2008/04/28/twitter-brand-management/), I decided to post a blog about how we go about brand management and where we have found success. At Socialthing! we do our best to keep up with what everyone is saying and suggesting. We find it very important to hear comments, concerns, likes, dislikes, and so on from all of our users and followers. There are a number of ways we go about managing this.

First off is our Get Satisfaction site: http://getsatisfaction.com/socialthing. Here, anyone can come and ask questions, let us hear ideas and problems, as well as just talk with other people. Not only do we try to respond to each post, but its a place for users to help each other as well.

Another way we stay in contact with our users is by a direct e-mail (mail at socialthing dot com) that in turn goes to each employee to ensure that it is responded to as quickly as possible. This is an easy way for someone to get a hold of us as an alternate to using our Get Satisfaction site.

One of the biggest ways we get feedback is by tracking mentions of Socialthing! on sites such as tweetscan.com and summize.com. By doing this we can see a copious amount of positive and (hopefully less) negative feedback. It allows us to see users concerns as well as what they’re saying to their friends about us. Keeping up with Tweets (as discussed in this great article on ReadWriteWeb: http://www.readwriteweb.com/archives/how_to_get_customer_service_via_twitter.php) helps us address many issues presented by our users.

With these three things, we find that we are seeing a lot more feedback and helping more people than just using traditional methods. It is of utmost importance to us to address all of the needs of our users, and we feel this is how it should be. So come on out and let us hear what you have to say- we’re always listening!