The ability to identify emerging issues before they become crises is the most obvious benefit, but continuous brand monitoring opens another new dimension in customer engagement. Continuous monitoring means that you can establish a baseline or benchmark for customer satisfaction or customer issues so you can track how well you are taking care of your customers 24/7. What's more, you can proactively engage your customers with OpenMic built-in business rules engine. If, for example, a customer tells you in a comment that you let him or her down with your shipping service, you can set the system to instantly respond with a browser window or email, conveying a message of sincere concern and offering free expedited shipping on their next order. You have the chance to take positive action to turn a potential lost customer into a net promoter.
