When loyalty programmes backfire: loyalty, entitlement and complaints

Disappointed customers complain. And while really loyal customers may be more forgiving that others, when they do feel disappointed and complain, they are particularly difficult to recover. These general truths of business make it particularly important to understand disappointment in loyal customers.   Researchers Xiaofei Li, Baolong Ma and Chen Zhou conducted a study about … Continue reading When loyalty programmes backfire: loyalty, entitlement and complaints

Handling negative online reviews: speed and voice matter; status and action frame not so much

The question I get asked most often (after whether social media activity helps with sales and profitability) is how to handle negative online reviews. The comments left by other customers, and any responses left by the company, are available for all to see, and can impact on the company’s reputation. So, many companies worry that … Continue reading Handling negative online reviews: speed and voice matter; status and action frame not so much

Want feedback? Ask your customers… or maybe not

A trip to the gym last weekend resulted in an unexpected market research lesson, which I talked about on Snapchat*:   Our usual instructor had been away on the previous weekend, and had been temporarily replaced by somebody else. This one had a very peculiar style – ‘though love’, if you wish. He kept telling … Continue reading Want feedback? Ask your customers… or maybe not

Spotted elsewhere: The Trust Engineers

What? A podcast episode from RadioLab about how Facebook’s Protect and Care team (formerly known as the Trust Engineering team) tweak this social network’s interface to make it a more trusted and friendlier environment. Where? Retweeted by ‘New Social Media, New Social Science?’, aka NSMNSS (Twitter feed here). As per NSMNSS’s website, this organisation ‘brings … Continue reading Spotted elsewhere: The Trust Engineers

Guest post on the psychology of complaining

I wrote a guest post for Mark Schaefer’s blog, {grow}, on the psychology of complaining. I am an avid reader of {grow}, and always recommend it to marketers new and established. So, as you can imagine, it is a great honour to contribute to the community. Do take a look, and join the discussion, here.

What stops customers complaining to you

If customer complaints are part and parcel of doing business (and, even, are beneficial for you), then you really want to make sure that an unhappy customer will complain directly to you, instead of switching to a competitor or taking to social media to let the world know about their negative consumption experiences. This presentation … Continue reading What stops customers complaining to you

The tree lost its bra

This time last year, this tree had a bra. Actually, 2 or 3. I can’t remember exactly how many. Not far from this tree, there is a bridge with lots of locks in its railings, tied by couples as a symbol of their love. It’s a tradition. Maybe the bra-thing is a tradition, too, I … Continue reading The tree lost its bra

Good experiences vs. good memories

I recently came across ‘Random Assignment’, a fabulous blog looking at the application of social psychology in daily life (interesting topics and very accessible writing – consider following it). One of the posts had a link to this presentation by Professor of Psychology Paul Rozin: Professor Rozin applies insights from psychology to understanding what makes … Continue reading Good experiences vs. good memories

When consumer love is skin deep

I had heard stories of very loyal customers displaying their love for a brand in very visible forms - for instance, shaving a company's logo on your head: (image source here) Or, for the true fan, getting a tattoo: (image source here) Or lots... (image source here) These customers have strong emotional loyalty towards the … Continue reading When consumer love is skin deep