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 […]
Remarkable Customer Service for Everyone?
Businesses don’t need to provide over-the-top service for all customers, but the exceptional businesses will provide remarkable service when circumstances call for it.
Word of Mouth Worthy Book Launch
Seth Godin used an unusual promotion to launch his new book. He offered to send his fans free advance copies if they’d make a charitable donation ahead of time. Those advance copies motivated his fans to post Amazon.com reviews, blog posts, and Tweets that propelled the book to #56 in Amazon book sales within three weeks.