In my post Navigating the B2B Buyer’s Journey, I talked about the changes B2B buyers are exhibiting with respect to how they think about, find and consume product information while doing research. They are becoming more and more independent as B2C and B2B buying expectations merge in their minds and their behaviour.1 I also touchedContinue reading “The Usual Suspects – 5 Characters on the B2B Buyers’ Journey”
Category Archives: Customer Journey / Marketing Funnel
Feedback Matters #3 – How should I respond to online reviews?
What advice do I give to clients who are scared of flipping their online reviews switch ‘On’? Here’s my quick and easy cheat sheet for when they take the plunge. Always say ‘Thank You’ regardless of how mundane, negative, or belligerent the feedback may be. Acknowledging and showing appreciation for a customer taking the timeContinue reading “Feedback Matters #3 – How should I respond to online reviews?”
Feedback Matters #2 – Direct Comments
“If you don’t care, your customer never will.” Marlene Blaszczyk, Founder and Editor of Motivateus.com Beyond online reviews, many customers provide feedback via emails, web forms, and comments to sales or customer service reps. While these messages are more private in nature, they are direct. The customer has an even higher expectation of getting aContinue reading “Feedback Matters #2 – Direct Comments”
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