The Finnish retailing cooperative organisation S-group or SOK serves millions of Finns every day. However, we receive little or no feedback about their services. We want to know what has been said about us and our service on unofficial forums. We need this knowledge in order to develop our operations and anticipate the changes taking place in people’s expectations and ideas.
M-Brain provides SOK and the co-op shops' management with weekly summaries of the relevant online discussion. The summaries are a tool for SOK's communications' reputation management. The co-op shops, for their part, get valuable hints for the development of their services.
At the start of our cooperation in 2006, the field of social media was still relatively unfamiliar to many companies. Already then, M-Brain had established its reputation as a national discussion monitoring expert. As a big company, it is important to us that our partner is not only a stable and reliable actor, but also one of the top experts in its field.