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Customer Feedback Survey | How to Set Up a Lost Prospect Survey

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Life can be pretty hard sometimes.  There are times when your basement floods or your car gets towed or that rare occasion where the lottery ticket you bought turns out to be a dud.  In business, there are times when you don’t close the deal and when that happens, it can really shake the...

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When Following up with Customers Goes Too Far

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When does following up with your customers go too far? Probably when it’s arguably become some form of harassment, or just downright annoying! Don’t kill your online reputation over one review.

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VIDEO: How to Win with Customer Experience

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What is up, WebPunch nation? This is your professor, Matt Jones, coming at you from Denver, Colorado, here to drop some knowledge about what's going on in the world of reputation management and how you can make things better for your business. First and foremost, what is up with my fabulous...

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Gauging Employee Loyalty with eNPS®

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We are usually more critical of ourselves than other people are of us. In the mirror my “dad bod” looks to me more like Mr. Chub-a-lub than others (at least that’s what they’ve told me!). To you, your communication skills may be lacking more than your co-workers think they are. That canvas you...

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VIDEO: Google + Review Gating

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Welcome, WebPunchers, to another edition of WebPunch's School of Online Reputation Management. I am your host and professor, Matt Jones. What's been going on lately? Gosh, I just got back from Europe where I was frolicking in fields of tulips and seeing brown bears and I went to Dracula's...

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How To: 4 Steps to Closing the Loop from Detractor to Promoter

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“Turn that frown upside down!” That’s an industry phrase, right?

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Sexual Lubricants and Amazon's Customer Experience

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Picture this: Jeff Bezos, founder and CEO of Amazon.com “glides” into a vigorous pace around the circumference of an executive boardroom table on the top floor of the Seattle-based Amazon Headquarters. It’s a little gloomy outside but on the top floor it doesn’t matter because the view,...

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What do Netflix, FedEx, and Chick-fil-a have in common? Customer Experience

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Customer experience has one meaning: It’s the interaction between a brand and a customer. And for the most part, businesses large and small want a similar outcome from their customer service experience. They want to put a smile on their customers’ faces, send them home happy, make sure they come...

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VIDEO: Matt's Potpourri of Online Listings

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Welcome, my friends and students, to another edition of WebPunch's School of Online Reputation Management. As always, I'm your professor, Matt Jones. Let's talk about local listings and how your business is presented to the public when they are looking for them. There are a lot of things going...

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The Meaning of Customer Experience

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Years ago, when I was working in the food-service industry, a customer came up to my counter to order something. It was clear that the customer was not having a good day, so I pried a little. While I didn’t get any details, I gathered that I was correct in thinking that the customer was in a...

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