In business and in our personal lives, we are beset with surveys. “Fill out our survey and receive a chance to win a free iPOD.” “Please complete our survey and receive a $5 coffee card for Starbucks.” “We hope you enjoyed your stay, please complete this survey and drop it off at the front desk […]
Theft of Your Online Reputation
I frequently talk to business owners and managers who are unconcerned about the possibility of online bad reviews. They seem assured that their customers will talk to them about any dissatisfaction before resorting to leaving criticism online. Some feel that their business is too small to be attacked online. Others think that since nobody has […]
Customer Reviews — How Dell Learned to Listen
In my “Dealing with Customer Reviews” seminars I often mention what I call the “Dell Hell” story to illustrate what can happen if a company ignores Web customer reviews. I recently came across a 2007 Business Week opinion article written by Jeff Jarvis — the reviewer at the center of the “Dell Hell” episode. The […]
Net Promoter and Customer Reviews
Over the last few weeks I’ve talked to several business owners who realize that online customer reviews can have a big impact on their businesses, but they are unwilling to establish business processes to make it more likely that customers will leave positive comments. They trust to luck that customers will leave great comments and […]