Tag Archives: Authenticity

Do We Really Need “Unbiased” Customer Reviews?

Since the advent of digital commerce customer reviews became an integral and important part of marketing. As adoption of online retailing grew, the role of customer reviews, published on e-commerce (retail) sites and third party reputation sites, became irreplaceable. Consumers, … Continue reading

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Customer Reviews – Trust, but Verify

The customer reviews work well when consumers can read actual descriptions of customer experiences and apply them to their own expectations of experience Continue reading

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Message to CX profession – Transparency begets trust

I get requests to complete surveys quite often. They come from my bank, after in branch transactions, websites I visited, customer service of my credit cards and cable providers. They all want to know how I would score whatever is … Continue reading

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Social Media and The Future of Advertising

“Doing business without advertising is like winking at a girl in the dark. You know what you are doing, but nobody else does.”   This quote is often credited to Dr. Steuart Henderson Britt, author of Marketing Management and Administrative … Continue reading

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Ode to Customer Feedback from Social Media

There are 5 reasons why Voice of Social Customer is more valuable than traditional Customer Feedback programs:   1.     Social Media Voice of Customer is unsolicited – the customers share their experiences online motivated primarily by one of the following … Continue reading

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