Phil Gerbyshak‘s The Naked Truth of Social Media offers a compelling view of social media and its various experts.
I wrote the introduction to the eBook, which features experts debating the myths they see, and their version of social media truths. Reading it revealed a few truths to me, too. The following is a version of my introduction to The Naked Truth…
Whose Rules?
First (and my myth buster), rules offered by social media experts don’t mean much unless you want to be a second tier version of this person (or business).
Even some of the opinions in the eBook offered starkly contrasting views.
It just reminded me that rules are meant to be broken, particularly when it comes to self-created etiquette. (more…)
Geoff Livingston on Google+
Amazon on Negative Comments: Disregard 5%
Image by Spi-V
In its Holiday Marketing Best Practices Guide, Amazon coaches online merchants to disregard negative comments until they reach a ratio of 5% of all comments:
“Most sellers will eventually receive some negative feedback. When it happens to you, put it in perspective: a 0-2% negative feedback rate is great! If your negative feedback rate is greater than 5%, review your business practices to correct any operational problems that might affect a buyer’s experience.”
Amazon has had its fair share of customer service issues over the years. But I agree with the online retailer’s guidance in principle, and use a similar barometer in coaching clients about negative commenting.
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