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BP, P&G And The Ongoing Strugge Against Negative Word Of Mouth

http://www.warc.com/News/TopNews.asp?ID=26761&Origin=WARCNewsEmail

As BP & P&G are finding out, in today’s 24/7 converged communications world, social media is not simply a way for brands to engage with consumers, but even more importantly, a channel for consumers to engage with brands. In this environment, consumer influencers can have a profound impact on brand perception incredibly quickly.

This underscores the importance of including a comprehensive plan for social media monitoring into brand tracking, as well as CRM, initiatives. The real value comes when you combine the real-time rich data of SM with other measures to create a holistic view of brand perception.

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