What I love about this book is the fact that it is so straight forward. What I read about, I have experienced. For instance, many companies have added online reviews for each product they sell, because that is now standard. Just the other day I was shopping on some site (I forget which one) and there was no review function and I was blown away! I do think companies have failed to see the social impact that occurs with these reviews, however.
Here are you questions for this round of book chatting:
1. What do you think of the concept of rating the reviewer as mentioned on page 39?
2. Do you think companies and people underestimate how far conversations on the internet can carry?
3. Page 45 really blows me away. What are your thoughts on the idea that people who hear about a bad shopping experience are less likely than someone who actually had a bad experience to set foot in a store?
4. Any feed back on this quote? What companies do you interact with that follow this philosphy?
Your only choice is to make sure that the experience people have with your company are positive ones. Make good products. Treat people well. Earn their positive recommendation.
5. What is first call resolution? Why is it important?
