There’s no such thing as a ‘Bad’ online review How to turn negative reviews, fake or real into extra sales and PR. There’s a lot of talk about ‘bad’ online reviews, and the negative effect they can have on a Pub or Hotel business, and, indeed many acres of print have been devoted […]
Tag archives: feedback
A complaint is a compliment
A complaint is a compliment A complaint is a compliment: what do we mean by this? Surely a complaint is a bad thing because it means that the customer is unhappy about something? Well, of course it’s usually better to have happy customers than unhappy ones, but, who are you kidding? You can’t get […]
Business Karma
Business Karma The Dalai Lama writes: ‘The word ‘Karma’ simply means ‘action’. So when we talk about our ‘Karma’ we are talking about our intentional (and unintentional) acts of body, speech and mind. And when we talk about the fruits of our Karma, we are talking about the consequences of those acts.’ The same is […]
How can I be a better leader?
How can I be a better leader? I would guess that we all want to be better leaders – after all, better leaders get better results with less effort! So what do you need to do to become one? Here are a few rules and ideas for you. Remember all customers are volunteers – internal […]
How do I make sure that I always get good feedback?
How do I make sure that I always get good feedback? The answer is you can’t and you don’t want to anyway. You can’t: we’re now in the age of the empowered customer and the transparent business. Don’t try and manipulate the customer feedback and reviews: it’d be like King Canute trying to hold back […]
How can we protect our reputation from malicious reviews?
How can we protect our reputation from malicious reviews? This is a question that more and more people are asking as reviews and online feedback sites become more and more popular, and there is a simple answer. You can’t control the reviews, but you can control how you treat the customer AND how you respond […]
How can I get more referrals?
How can I get more referrals? Some businesses depend on referrals more than others – in fact, the more valuable your customer transaction and lifetime value, the more important referrals are to you. So, if you want more referrals, it’d be a good idea to get the process right! Here are some rules: Be referable: […]
What is the ‘Net Promoter Score’ about?
What is the ‘Net Promoter Score’ about? You’ll see a lot of people using and promoting the ‘net promoter score’. If you don’t know what we mean by this, you’ll probably have noticed an explosion of people asking one question of you in feedback systems: ‘How likely is it that you’d refer us to a […]
How do we gather feedback effectively?
How do we gather feedback effectively? In the world of the empowered customer, feedback is the breakfast of champions. In the ‘old world’ of one way mass communication, marketing was king, but as this changes to the world of two way mass communication, the power of marketing continues to diminish and the power of engagement […]
How do I handle complaints?
How do I handle complaints? We all get complaints: some are maybe fairer than others, and there’s a lot of print acreage devoted to strategies to deal effectively with them. There’s perhaps one point I’d like to try and make crystal clear in this post: In the age of global choice, 2 way instant communication […]