Customer reviews are a double-edged sword for new, independent service brands

Customer endorsement in the form of reviews, likes and other forms of support (or criticism) is important for sales. This is true for all organisations. However, the effect of customer endorsement on consumption varies widely, depending on the type of company and the type of product. Research by Kyunghee Lee, Byungtae Lee and Wonseok Oh … Continue reading Customer reviews are a double-edged sword for new, independent service brands

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

Using social media for customer engagement

@Bernardamus reached out to me on Twitter, asking for suggestions of online references for a talk that he is preparing on the role of social media in customer engagement. I thought I would share my initial thoughts with you, and pick your brain, as well 🙂 Customer engagement (CE) is about connections with customers, as well … Continue reading Using social media for customer engagement

New presentation on slide share: 3 reasons to embrace negative customer feedback

Inspired by Mark Schaefer's podcast episode number 41 (get it here), I decided to convert one of my blogposts into a slide share presentation, to increase its reach. The original blogpost is here. And here is the presentation (which is also available here): I am very keen to hear your views: What do you think of this … Continue reading New presentation on slide share: 3 reasons to embrace negative customer feedback

Presentation: The potential of social media in customer relationship management

These are the slides of the presentation that I am delivering at the London School of Economics, on April 30th, as part of the Information Systems PhD Seminar Series and Workshops. <div style="margin-bottom:5px"> <strong> <a href="http://www.slideshare.net/acanhoto/canhoto-2013-at-lse-handout" title="Canhoto 2013 at lse handout" target="_blank">Canhoto 2013 at lse handout</a> </strong> from <strong><a href="http://www.slideshare.net/acanhoto" target="_blank">Ana Canhoto</a></strong> </div> The presentation … Continue reading Presentation: The potential of social media in customer relationship management