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You Should Encourage Your Jerk Customers To Complain More?

Posted in: Blog, Business Advice by chadConnects on December 19, 2009 | 1 Comment

Hey man! Good to see you again! Maybe you want to subscribe to my RSS feed. Thanks for visiting!

Robert East, Professor of Consumer Behaviour at Kingston Business School, said it made financial sense for firms to encourage complaints because it helped them to improve their goods and services and could even lead to increased sales.

His review of the latest trends, called ‘Analysing Customer Complaining’, commissioned by the Institute of Customer Service, found that companies who are adept at monitoring customer satisfaction and are able to put things right can repair the damage, especially as vocal critics are often keen to make positive comments too.

See original story here

Well, this guy has a point. Often, people don’t speak up when they’re happy or just slightly unhappy. It’s always the people with hot tempers who start running their mouths and it’s sometimes hard to take them seriously with all that yelling.

The part about them using negative word of mouth and coverting them to positive word of mouth customers is an awesome idea. Yeah, hearing customer complaints and taking them to the bank is obvious. But getting them to turn the corner and be your evangelists of sorts is a GREAT idea.

Check out his 3 point checklist on how to do this right.

Phoenix SEO is what I do in case you’re interested. Seo is about so much more than search engine optimization when applied to a business. Just as this is a strategy, so it SEO. Choose wisely and win.

It Might Be “Tough Times” But Here’s What You Should NOT Cut

Posted in: Blog, Business Advice by admin on August 29, 2008 | No Comments

If you turn on the news and you hear all this gloom & doom about the economy every single day, it’s a hard not to believe it. There are plenty of people who prospering during this time and you need to get it straight in your head so you don’t get sucked down the hole.

In spite of that, but not in opposition to, you might have to cut something from your business because everyone else is running around in scarcity mode. 

Here are 2 things you absolutely, positively DON’T want to cut:

  • Don’t cut marketing
  • Don’t cut key employees
I’d be willing to be that those 2 things are keeping you alive at the moment and those are also the 2 things that will take you to the next level. Cutting them now would be a drastic mistake that could put your small business under.
Watch your analytics and keep close eye of your metrics when you do your marketing. Know that when you spend money on your marketing it will come back to you. 
Keep those key employees around because they’re the ones helping the ship stay afloat and servicing all the new business the marketing is bringing in.