Reports like Christopher Elliott’s February 7, 2005 New York Times story – Hotel Reviews Online: In Bed With Hope, Half-Truths and Hype – wrongly pigeonhole valuable online ratings and community sites. Nobody can argue there are bad, disingenuous people online, but this story was at least partly a victim of the cliché trap.… Read the rest
Tag Archives: Marketing
Super Bowl Introspection
For most Americans, the Super Bowl connotes parties, sports fans, sports betting, beer, pizza, halftime shows and those highly anticipated and entertaining tv commercials. (I guess you could also toss in Nipplegate and conservative overreaction to decency standards).… Read the rest
Good Profits = Growth & Customer Promoters
At the recent Word of Mouth Marketing Association (WOMMA) conference in Orlando, Fred Reichheld of Bain & Company delivered a keynote based on his new book… The Ultimate Question: Driving Good Profits and True Growth. He argues that customer satisfaction is more important than any business criterion except profits, and that one simple question can best measure customer satisfaction (and thereby result in a strong Net Promoter Score): “Would you recommend this business to a friend or colleague?”… Read the rest
Search and Rationality
Following my recent analysis about GM’s innovative Google Pontiac television-search campaign, Bill Tancer of Hitwise (who I’ve worked with in the past) noted the blogosphere buzz and accepted the call to action — and literally Googled Pontiac.… Read the rest