Can a Customer Community Help Delight Your Customers?

meet expectations before exceed expectations

At a Salesforce.com event last week, one of the presenters quoted research by the Executive Board that suggests that you get better ROI from keeping a customer satisfied than by trying to delight or exceed a customer’s expectations. According to the research, an unhappy customer will tell 7 other people about a bad experience whereas a happy customer will only tell 3 others about a positive experience. Continue reading

Should You Use Profanity Filters?

no swearing profanityThe worst features in the world #1: Profanity filters.

Features are nice. Everyone likes features. If you look at a new piece of software, the first thing they’ll tell you about are the features. No matter which forum software you use, it’s going to have a ton of different plugins, addons, widgets, dongles. You know. Features. A word that sounds weird the more you say it. Features.

Talking about the features of your software that you like is super passe, so I’m going to buck the trend and talk about one that I don’t think anyone should use: profanity filters. You’ve probably seen or used one of these yourself; they take any naughty words from a specific list and either blank them out or replace them with something else. That seems good, right? I don’t think so. In fact I think it’s a manifestation of a larger problem within community management.
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