Facebook needs to go because it’s the worst kind of friend. You tell it everything and it doesn’t keep your secrets. You trust it and it betrays you.
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If you’re working with a client who thinks that you just throw up a website and start Facebooking and the world will beat a path to your door – and these clients still exist – you need to tell them now this is not how it works.
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If something is working for you online, you have every right to ask why.
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When is enough enough? At what point do you say “thank you, next” to social media and find some alternatives that aren’t so fundamentally reprehensible?
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If you’re just given a number, a raw score, a survey result without the context of time, how can you tell what it means?
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Too many outside entities come in with too limited a knowledge of their client’s business and too small a toolbox, and encourage their clients to run around the best backhand on tour. And too many clients don’t know their own business, take the advice and suffer the consequences.
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To me, the NPS as it’s most commonly used – one question, lobbed at you seemingly at random – is an absolutely awful measure of customer behavior.
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After 25 years in business, I’m convinced that my journalism-school education prepared me perfectly to succeed in business.
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When it comes to content and content-based search, the internet really should be a Field of Dreams. If you build it well, they should come.
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