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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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Online Reviews: Can You Pass the Test?

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Ah, the drudgery of responding to online reviews. It’s something many business owners can easily let slip by the wayside, often not budgeting time for it despite it becoming an increasingly important aspect of every small, medium, and large business.

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The QR Code Reborn

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Remember those alien looking marks you’d see around town?

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It’s All About Trust: A Brief History of Online Reviews

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I want to take you back to 1999, when cargo pants were cool, when Bill Clinton was having some problems, and I was in college. Swing dancing came back. It was all the rage. And for those of you who don't know, it's still a pretty cool thing. But it was during that time when online reviews really...

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