Yesterday, I joined the entrepreneur (and a former student of mine!), Yekemi Otaru, for a LinkedIn Live show, to talk about the importance of Customer Feedback, and how to collect it. I really enjoyed chatting with Kemi. We covered a lot of ground on various aspects related to the importance of customer feedback for insight, … Continue reading Video of LinkedIn Live “The Value of Customer Feedback”
Tag: Customer feedback
Join me this Thu, Mar 25th, 12 noon (UK), for a LinkedIn Live show on “The Value of Customer Feedback for Brands
This Thursday, March 25th, I am joining Yekemi Otaru for a LinkeIn Live show to explore “The Value of Customer Feedback for Brands”. We will discuss issues such as: How businesses can obtain, and use, customer feedback to drive better customer relationships Different ways of getting customer feedback, and the pitfalls and benefits of each … Continue reading Join me this Thu, Mar 25th, 12 noon (UK), for a LinkedIn Live show on “The Value of Customer Feedback for Brands
Why customers complain vs praise a brand
Much has been written about the value of customer feedback, and what motivates people to either praise or criticise a brand / product / experience. Though, many of these studies tend to focus on either positive or negative feedback, rather than the whole range of reactions, and the role of different drivers in those reactions. … Continue reading Why customers complain vs praise a brand
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
Ana Canhoto 