Category Archive

The Voice of the Customer Customer Behavior

Net Promoter Score and the Customer Experience

Carmen Rane HudsonJune 4, 2019Customer Behavior, Customer Service, Net Promoter ScoreLeave a Comment

The Net Promoter Score helps evaluate the customer experience of your company. What are the industry benchmarks and how do you implement? Read More…

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The Hitchhiker’s Guide to Bad Review Blackmail From Shady Customers

Carmen Rane HudsonMay 13, 2019Customer Behavior, Negative Reviews, Reputation ManagementLeave a Comment

What do you do when a customer threatens your business with bad review blackmail? This manipulative tactic doesn’t happen often, but you should be prepared. Read More…

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What You Need to Know: Online Review Management and Marketing in 2018

Andrew McDermottMarch 13, 2018Customer Behavior, Customer Psychology, Customer Reviews, Fake Reviews, Negative Reviews, Reputation Management, Review MarketingLeave a Comment

What’s the state of review management and marketing in 2018? When it comes to online reviews, customers make their own decisions. Reviews are more popular than ever, despite fake reviews proliferating. A reckoning for online reviews are coming though, benefitting businesses with the best legitimate reviews. Read More…

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Why Clients Don’t Live Up to Their End of the Bargain (and How to Fix It)

Andrew McDermottSeptember 5, 2017Client Acquisition, Client Oboarding, Customer Behavior, Customer Psychology, Review MarketingLeave a Comment

Your clients have hired you to help their business. Why is it that some clients refuse to live up to their end of the bargain? Read More…

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How First Impressions Hurt (or Help) Your Business Reviews

Andrew McDermottAugust 29, 2017Customer Behavior, Customer Psychology, Review MarketingLeave a Comment

Make a good first impression and you’re able to attract a significant amount of goodwill from customers, even when you make a mistake. Read More…

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Your Employee Gets Called Out In a Review. Now What?

Andrew McDermottJune 6, 2017Customer Behavior, Customer Psychology, Review MarketingLeave a Comment

Your company has just received a negative review. One where the customer says some pretty terrible things about one of your employees. What do you do? Read More…

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Make Sure Your Brand is Telling the Same Story as Your Reviews

Justin McGillMay 30, 2017Customer Behavior, Review Marketing, Small Business MarketingLeave a Comment

Adjust your marketing story to match the likes, dislikes, words and phrases of your reviewers— you’ll get your clients more business. Read More…

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4 Major Barriers Preventing Your Happy Customers From Writing Positive Online Reviews

Andrew McDermottMay 23, 2017Customer Behavior, Local Marketing, Review MarketingLeave a Comment

The vast majority of customers don’t leave reviews. There’s a wide variety of reasons but it really comes down to a few common review barriers. Read More…

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Are You Losing 5 Star Reviews to Hidden Customer Expectations?

Andrew McDermottMay 16, 2017Customer Behavior, Customer Psychology, Review MarketingLeave a Comment

Customer expectations impact your ability to win customer reviews. These expectations also affect your overall conversion rate and positioning. Read More…

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