#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. It is important to provide information about the name user, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, I provide a bit of … Continue reading #followfriday Suggestions

If customer dissatisfaction is a fact of business life, how can you ensure disgruntled customers choose to tell you, rather than switching to a competitor and telling the world about their negative consumption experiences? In a recent post, I argued that organisations should not fear negative word of mouth. It provides insight into customer (dis)satisfaction, … Continue reading What stops customers complaining?

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. It is important to provide information about the name user, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, I provide a bit of … Continue reading #followfriday Suggestions

You wish customers had only good things to say about your company, product or brand. Instead, they seem only too ready to share their negative experiences online. Can organisations benefit from this negative attention? In the social media workshops I participate in, one theme pops over again and again: what if customers say bad things … Continue reading 3 reasons you should embrace (negative) feedback

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you suggest a Twitter user you think your followers should know about. It is important to provide information about the persons you are naming, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, … Continue reading #followfriday Suggestions

There is a new bookstore in my neighbourhood! Looking at the statistics of book sales in the UK, it seems that there could not be a worst time to set up business selling books. But this is a different kind of bookstore… At a time when bookstores, big and small, are struggling all over the … Continue reading The bookstore is dead; long live the bookstore

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you suggest a Twitter user you think your followers should know about. It is important to provide information about the persons you are naming, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, … Continue reading #followfriday Suggestions

I recently had two very different experiences of dealing with insurance companies. In a previous post, I talked about how one company got it so very wrong. In this post, I talk about the other one and I will do something I never thought I would: praise an insurance company. The car accident It was … Continue reading A tale of two car insurance companies – Part 2

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you suggest a Twitter user you think your followers should know about. It is important to provide information about the persons you are naming, to help others decide whether to follow them. Enjoy! It’s the start of a new academic year … Continue reading #followfriday Suggestions – @OxfordCityGuide

I recently had two very different experiences of dealing with insurance companies. In this post, I talk about how one of those companies got it so very wrong. The letter Zurich sent a letter reminding us that our car insurance was due for renewal. The letter informed us that the fee had increased – no … Continue reading A tale of two car insurance companies – Part 1