Yesterday Squidoo founder Seth Godin announced that his company would begin launching websites for major companies that collect social buzz–good and bad–from around the Web. In his blog, Godin says that these “conversations” are already happening, so Squidoo is simply going to funnel them into one aggregate spot. That lets any customer or company see what the buzz is around Brand X. But for companies to get on the page and respond, it will cost them money. Is this fair to companies? More importantly, is it good for customers? (Above, one such page for In-and-Out Burger.)
At the end of this article, Chris Dannen, laments that by doing this we will move back to backward looking company-customer relationships. While I agree that this will occur I also see the potential for companies to simply use the Squidoo sites as a monitor and to then respond to customers through other avenues. It is super easy today to find someone on social media so my advice to a client would be to see what is being said and to then respond in a truly social manner.