Here are some signs you might have a few Detractors in your customer base. There are websites dedicated to the humiliation and destruction of your brand, this one. Your customers park backhoes across your employee parking entrance, like this guy Your customers publicly destroy their purchase with a sledgehammer, and invite passersby to help, like […]
What To Do With Your Net Promoters
I like answering surveys, and I like to think it`s due to more than a fondness for radio buttons. I imagine I`m paying it forward for the many times I will need to go out and do research in the future. So it should not surprise you, dear friends, if I was a little stunned […]
The Favour of a Reply is Requested– Why We Should Start Loving Email Again
Do you remember when email was invented? I don’t have any specific memory of the day it turned up, like magic, on my computer at work, but I am fairly certain it was a matter of minutes before I joined every other marketer on the planet getting very excited about the possibilities of the medium. […]
Algorithms & Blues in the Obscurocratic Empire
This week my youngest son started high school. In an age where self-esteem is considered a core metric of eduction systems everywhere, many high schools hold welcome parties or special orientation days for freshmen and their helicopter parents. They give out elaborate packages of information but. naturally, the only thing in the package any of the […]
Fight Them in the Cafés, Not on the Beaches
Do people say bad things about your company online? I mean really bad things? Ugly things? Hurtful things? Do they Tweet endlessly while they wait for your customer service line to pick up? Are you getting Epic Fail awards for your shipping challenges? Reading about your products a little too often on Facebook? That’s beach […]
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