I recently advised a small law firm that had received negative word of mouth in the form of a bad review from a former client. This review was posted to the law firm’s business listing on Google Maps, and it accused one of the firm’s lawyers of unethical conduct and being unprepared for the client’s […]
Building Customer Loyalty
Building Customer Loyalty with a Nudge Factor! I’m currently reading a book called, Nudge: Improving Decisions About Health, Wealth, and Happiness, by Richard Thaler and Cass Sunstein. It’s interesting because it discusses how we make decisions — how our decisions are influenced by different parts of the brain and by external factors. The authors make […]
Better Business Communications
We often see discussions of the need for a great “customer experience” to start the conversations, which build word of mouth. However, the customer experience is only one of the “experiences” that will shape the Web and traditional word of mouth for your business. Another experience that can create positive or negative Web Word of […]
Grow Customer Loyalty
Grow Customer Loyalty Like In-N-Out Burger During my many years in the Navy, I learned that if you take care of your people, your people will take care of you. Business Week recently profiled In-N-Out Burger — a business that been very successful in building Word of Mouth, in part by valuing employees. These loyal […]