UGC – Take control or unleash the beastly
I’m tempted to start another dog metaphor here but will resist. By unleashing the beastly I mean that if your site doesn’t have a facility for customer feedback, the motivated customer will go somewhere else to post unfavourable comments and then you lose the opportunity to easily respond. And like magnets, complaints attract ‘me too’ complaints and all of a sudden there’s a rash of negative comment spreading across the internet which you need teams of people to locate.
Hopefully some of the UGC will be positive but customers need encouragement to share positive comments. With any product or service we should be asking the question ‘how was it for you?’ and include the option to rate your service. No lengthy surveys, just a simple rating and optional comment box.
If you bear in mind that someone who has made a repeat purchase is much more likely to buy again and again, their comments will help you understand better those people who could become brand ambassadors – important because personal referral is the number one influencer for purchases online.
News
SquareMeal is a 2012 Webby Honoree
April 13, 2012The Webbys, in case you didn’t know, are the leading international awards honouring excellence...more »
Harwin.com – Website Re-Launch
Harwin are a great British company, manufacturing high end electronic connectors from their purpose...more »
Blog
Are Your Olympic Funnels Optimised?
March 26, 2012Opinion amongst our retail leisure contacts is split over the potential benefits the 2012...more »
Dialogue Can Be Your Competitive Advantage
January 24, 2012In the digital world, of agencies, briefs and strategies there is always much talk...more »
