Thank you Neela! I agree, I can't more companies don't understand and embrace the power of their happiest customers. Although I will say, when I point out how happy customers help with brand reputation management, that usually gets their attention. Thanks for all your support, you missed your calling as PR expert!
Mack, I first followed you maybe in the mid 2000's -- at least in the early days of FB and Twitter. For some wonderful reason you recently reappeared in my inbox. Just wanted to say how much I appreciate your down to earth, real world stories. I've always been more of a lurker -- but wanted you to know I really enjoy reading and learning from you.
Deborah thank you SO much for this wonderfully kind comment! This makes my day and puts a smile on my face. I appreciate you and am so glad we are re-connected now! Have a great week!
Great Story! The illustrations are really helpful. 🙏🏻🙃
Thank you Aaron, I appreciate that!
It's always mind-boggling when businesses stumble on this.
Another stellar article, Mack.
Key insights:
Engaging customers well shifts overall sentiment towards positive.
Your biggest fans create the most positive impact - support them!
Happy customers often defend your brand against complaints, reducing negative sentiment.
Most complaints are short-lived, but it's important to address them quickly. (people have short memories, but their last takeaway is how you reacted.
Thank you Neela! I agree, I can't more companies don't understand and embrace the power of their happiest customers. Although I will say, when I point out how happy customers help with brand reputation management, that usually gets their attention. Thanks for all your support, you missed your calling as PR expert!
Mack, I first followed you maybe in the mid 2000's -- at least in the early days of FB and Twitter. For some wonderful reason you recently reappeared in my inbox. Just wanted to say how much I appreciate your down to earth, real world stories. I've always been more of a lurker -- but wanted you to know I really enjoy reading and learning from you.
Deborah thank you SO much for this wonderfully kind comment! This makes my day and puts a smile on my face. I appreciate you and am so glad we are re-connected now! Have a great week!