While one of our vendors (hint: telecommunications) wants to charge an Early Termination Fee for service that malfunctioned for five straight weeks until we were forced back to their competitor, I am issuing a four-figure credit to a client for work they contracted before later changing their minds. Billing for “early termination” is easy work when you get it, [...]
Posts under ‘Reputation Management’
Consumer Expectations Really Do Change the Game
I learned tonight just how extensively my expectations as a consumer have changed, and how important it is for companies to be pro-active on the internet. When I bought my first pair of hiking boots in the ‘70s, I learned to be a loyal consumer. When that first pair of Vasque boots died, I didn’t [...]
How to Gain Your Customers’ Trust
It might be a natural reaction in these difficult economic times to think that customers are only making spending decisions based on price. Customers are actually looking for value. Customers weigh three main components when defining value: 1) The ability of your product or service to address a need 2) Trust in your company 3) [...]
Reputation Management Case Study: Kryptonite Bike Lock Co.
“Engaging with consumers” is a popular buzz phrase today. But with blogs, forums, Twitter and texting widespread, consumers are now effectively in control of your brand – like it or not. What happens when the unthinkable occurs? Delta Air Lines and Dell Computers are two companies that have experienced the wrath of indignant customers armed [...]
Customers – What Do They Know, Anyway?
Some organizations who have not yet taken the Web 2.0 plunge worry they will “lose control” if their site visitors offer opinions, reviews or complaints. Granted social networking is not for everyone, but some companies are intentionally creating themed social networks that will help them better understand their customers’ needs. The Word of Mouth Marketing [...]
