Word of Mouth is more than just a marketing concept. The marketing impact is the result of sustained business excellence and customer focus.
Reputation Leadership vs Reputation Management
Reputation leadership is a glass-half-full way to look at reputation management. If you recognize that you can’t control your business reputation in a world with online customer reviews and social media, then make the new reality work for your business by building customer loyalty and encouraging those customers to recommend you on the Web.
Net Promoter & Reputation Marketing
Positive customer reviews and letters of appreciation are evidence of loyal customers. Engage with those customers to improve your business and encourage referrals. Negative customers reviews are evidence of problems, and you should work with those customers too in order to improve your relationship and your business.
Leaders and Managers (Part 2)
Is a policy that punishes employees for failure to garner favorable mention in customer reviews a management action or a leadership decision?