Do you have a department for Consumer Generated Media?
Most people might guess that their call centre is the closest thing to a Consumer Generated Media team. Perhaps this is the closest, but most call centre metrics are based around call rates, response times etc. Hardly any are given the freedom to help generate and nurture consumer generated media.
Pete Blackshaw suggests that Consumer Affairs should be the new Advertising department.
Sites like Lovemarks are filled with examples of products that consumers are only too happy to talk about. Read the comments about King of Shaves. Now I then went searching for the King of Shaves website to see if I could find some consumer generated media. They have an area for people to tell them about their product experience .. but I was amazed that I could not find 1 testimonial of an existing consumer?
So when are companies going to put resources behind the discovery and propagation of consumer generated media?