It was fun while it lasted...
I talk to businesses worrying about customers posting negative feedback,
but a customer can do something far worse: Leave, without even saying
Don't rely on customer feedback to highlight problems...in reality
customers are more likely to just move on if they encounter barriers to
Case in point: A client recently created a
promotion-code based offer on Facebook.
Plenty of followers claimed the offer, but no sales resulted...on
investigation the code wasn't set-up properly, but nobody
complained...they just didn't buy anything!
Tactic: There is a second powerful lesson here...many
online systems behave differently according to login status: be sure to
test everything is functioning properly from your customers
perspective... on this later...