Yelp Review Lands Reviewer in Court

Posted by on Jan 15, 2009 in Consumer Confidence, Social Media | 0 comments I recently made a presentation on Social Media Marketing and Web2.0 at which I spoke, in part, of the need to claim your space and monitor your feedback on social network based business review sites like Yelp.com. The question was asked, “Can an online reviewer be sued for libel?” I suggested that, while I’m not a lawyer and to seek legal advice as prudent or necessary,...
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Are Your Customers Happy? Ask One Question to Find the Answer…

Posted by on Jul 29, 2007 in Consumer Confidence, Customer Retention, Marketing | 0 comments What’s the question? Would you recommend this product (or service) to a friend (or colleague)? I came across this gem in a pile of articles (Business 2.0, September 2005, The Only Question That Matters) that have been gathering dust waiting to be filed on my desk. This question is derived from consultant Fred Reichheld‘s work in the area of customer satisfaction. He found that rather...
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Track What People are Saying About You, Your Company, Your Products

Posted by on Jul 12, 2007 in Consumer Confidence, Customer Retention, Customer Service | 0 comments Don’t be caught off guard by negative reports about you, your company or the products and services you offer. Likewise, don’t fail to take advantage of the positive buzz that the online community generates on your behalf. Failure to track and react to the negative as soon as it appears limits your opportunities to control the damage while not tracking and leveraging the latter can be...
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Optimizing for Your Customer Not Google

Posted by on Jul 3, 2007 in Building Traffic, Consumer Confidence, Conversion, Developing Content, Marketing, Search Engine Optimization | 0 comments A friend of my recently blogged about using News Alerts to feed your customers content they can use and establish your expertise while you’re at it. A nice little one, two punch I’d say. The biggest diamond I found in his post was this comment… No matter what business you are in, if you want to know more about “optimizing” your web site, pay attention to what Jerry Rouleau is...
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How NOT to Use Testimonials in Your Marketing Campaign

Posted by on Jun 15, 2007 in Consumer Confidence, Conversion, Developing Content, Marketing | 0 comments I was recently emailed an offer to sign up for an expensive ($1,000; 3 month time investment) info product creation program – I won’t mention the name because I have it on good authority that it’s actually a pretty good program. However, the sloppiness they display in promoting the program, in particular their use of testimonials, left me wondering about the quality and value...
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Deepen the Connection between You and Your Customer

Posted by on Jun 3, 2007 in Consumer Confidence, Customer Retention, Effective Web Design, Marketing, Web Usability | 1 comment This is a long post so I’ll cut to the chase by offering you the marketing action points upfront that are derived from the story that follows… Think outside the box by offering variations on your products and services that get your potential and existing customers to say, “Wow!” Listen. Give your customers the ability to provide input and feedback on the products and...
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