How to Get Rave Reviews on Your Customer Reviews

It’s no surprise that a customer will eagerly look for a review or a recommendation prior to making a purchase.  It’s not a surprise either that the Internet has made that so easy.  Nielsen tells us that consumer recommendations are the most credible form of advertising.  78% of us trust consumer recommendations above any other [...]

Who Really Shapes Company Reputations?

  According to a recent study by Deloitte not only is there a significant amount of information on the web to aid purchasing decisions, but these reviews also shape company reputations.  Well, that’s really no big surprise to readers of this blog.  According to the survey:
62% of consumers read consumer-written product reviews on the Internet. Of [...]

Wal-Mart to Online Customers: “Don’t Call Us – Ever!”

  According to a story from NPR, Wal-Mart doesn’t want it’s online customers calling them so much.  So they removed the customer service phone number from their website and want customers to use the online help instead.  This sounds a bit like Sprint’s firing of those “pesky” customers who called Customer Service too often.
I don’t have the [...]

The Customer Strikes Back

No, it’s not the title of the next movie in the Star Wars series. It is part two in a three-part series from Accenture on customer service in the technology industry. The survey mentions several review sites such as epinions.com, theconsumersreview.com, resellerratings.com, and gethuman.com. Are they effective? The report [...]

Word of Mouth and Our Ego

Results from a recently released study titled “Word of Mouth the #1 Influence on Business Buying Decisions” by the Keller Fay Group showed that word of mouth is the #1 influence on business purchase decisions and is best leveraged through face-to-face marketing efforts. There was one little tidbit included in the press release that didn’t [...]