The Power of Customer Reviews and Word-Of-Mouth

The other day I was reading an article about the growing problem of ‘fake reviews.’  You know, companies being reviewed on Yelp and other sites, supposedly written by real customers, but actually ghostwritten by the company itself.  Apparently it’s quite common with hotels, and I’m sure lots of other businesses do it too. And not…

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How Companies Can Tweet Their Way Out of Trouble

i wrote a bunch in recent weeks about Netflix’s about-face of customer sentiment: they’ve gone from ‘beloved’ to ‘betrayers’ faster than any other company I can think of in recent times. So when I came across an article about how social media ‘incidents’ can cause headaches for companies, Netflix again came to mind. From the…

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The Fall of Borders and the Cost of Ignoring Social Media

Yesterday I was showing a friend my whole book-business operation; the entire process from acquisition to inventory to shipping.  His mom is retired and wanted to sell her books for some extra cash, so I gave him the rundown and a few tips and pointers. While looking at the crammed shelves, we speculated about the…

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