Sexual Lubricants and Amazon’s Customer Experience

Picture this: Jeff Bezos, founder and CEO of “glides” into a vigorous pace around the circumference of an executive boardroom table on the top floor of the Seattle-based Amazon Headquarters. It’s a little gloomy outside but on the top floor it doesn’t matter because the view, displayed in clear glass completely encompassing the room, […]

VIDEO: How to Calculate the ROI of Online Reputation Management

Hi and welcome to another episode of WebPunch’s School of Online Reputation Management. Again, I’m your host and teacher, Matt Jones, and today we’re going to tackle a pretty interesting topic. It’s how to gauge the return on your investment with Online Reputation Management.

What do Netflix, FedEx, and Chick-fil-a have in common? Customer Experience

Customer experience has one meaning: It’s the interaction between a brand and a customer. And for the most part, businesses large and small want a similar outcome from their customer service experience. They want to put a smile on their customers’ faces, send them home happy, make sure they come back again, and get them […]

VIDEO: Matt’s Potpourri of Online Listings

Welcome, my friends and students, to another edition of WebPunch’s School of Online Reputation Management. As always, I’m your professor, Matt Jones. Let’s talk about local listings and how your business is presented to the public when they are looking for them. There are a lot of things going on, this is kind of a […]

The Meaning of Customer Experience

Years ago, when I was working in the food-service industry, a customer came up to my counter to order something. It was clear that the customer was not having a good day, so I pried a little. While I didn’t get any details, I gathered that I was correct in thinking that the customer was […]

Online Reviews: Can You Pass the Test?

Ah, the drudgery of responding to online reviews. It’s something many business owners can easily let slip by the wayside, often not budgeting time for it despite it becoming an increasingly important aspect of every small, medium, and large business.

It’s All About Trust: A Brief History of Online Reviews

I want to take you back to 1999, when cargo pants were cool, when Bill Clinton was having some problems, and I was in college. Swing dancing came back. It was all the rage. And for those of you who don’t know, it’s still a pretty cool thing. But it was during that time when […]

How Google Strokes Egos

“I did it!” my mind yelped as I basked in the glow of Google’s digital fireworks exploding on my mac, parading me as a great adventurer and popular man about town.