Survey: Marketing Execs, Not Other Departments, Should Be in Charge of Monitoring Customers' Conversations

A survey of 400 executives found some interesting stats:

• 56% said they don't track or propagate positive word-of-mouth
• 59% don't compensate employees based on improvements in customer loyalty or satisfaction
• 30% rated their companies highly in their ability to handle or resolve customer complaints
• 16% said they are regularly monitoring their brands online.

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