When someone writes a bad review about you, they have very different motivations. 1. Malicious people. These are people who are out to get you. They want to pick a fight to promote themselves. They have a political agenda. They work for a competitor. They’re just nasty, mean, and like to fight. They may have a [...]
Tag Archives: feedback
You’re not going to get good word of mouth if you don’t ask for it
We don’t jump up and say, “Time to write a review!” We need to be asked, to be reminded, and to be thanked. But if you want a lot of good reviews, don’t hesitate to politely request them. Your fans won’t mind helping out. Here’s a good example from Dockers, sent by email two weeks [...]
This should be on every website
From the smart, honest, and ethical people at TripAdvisor. Download my guide to word of mouth ethics here — from our fantastic new site WordofMouth.org, where everyone can learn to be great at word of mouth marketing.
How to get really BAD feedback
If you don’t allow anonymous feedback, you’ll never get the feedback you need to hear. Most people are not comfortable being critical, and we’re taught “not to say anything if you can’t say something nice.” Example: A local restaurant chain here has great food, but the tables are always dirty. This is something that the [...]
No feedback is not good feedback
Some smart advice from the folks at presentation design firm SquarePlanet: Never mistake lack of feedback for good feedback. If your presentation (or product, or service, or content) gets no one to say something good to you (or to a friend, or a tweet, or a Facebook post) — it’s not good enough.
Tech support — it’s only good enough if it makes them smile
There’s only one way to know if your tech support is good enough: Ask every customer, every time Ask in a way that the customer will answer (not a multi-question survey) Ask for one meaningful answer, and nothing more — were you happy? Did we solve the problem? Would you recommend us? Show every single [...]
If you want them to do something, tell them why it matters
If you want people to do something, you need to give them a reason why it matters. It could be something that helps them, or that makes a better product, or helps other people. Start adding a reason and a “learn more” link to your forms and you’ll get a great response. Example: Don’t just [...]
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