let's take a field trip to look at value from both a customer and a business perspective.
...let's take a field trip to look at value from both a customer and a business
perspective. We can do that by visiting the Planet Feedback Web
site (http://www.planetfeedback.com) or any of a number of
similar review and ratings sites. Select an industry and company that
interests you, such as the company you work for or some company with
which you have had recent experience. Review some feedback at the review
and ratings site of your choice and let the rest of us know what site you used
and what you found. Then, on to some questions...
First, from a customer value perspective, what do you -- speaking as a
consumer -- think about the services these review and ratings sites offer? Is
this a service that offers any value to you?
Next, from a business value perspective, what do you -- speaking as a
manager -- think about the services these sites offer? How might marketers
use the data / information found at this site to manage customer focus, as
discussed in Chapter 1 of the Best text? You might want to take a quick look
at this article from the Harvard Business School Working Knowledge Archive
to see how these concepts played a role in the development of the web site.
Finally, you will notice that negative feedback is common at these sites.
How are we to interpret this negativity? Does it invalidate the information
customers are providing at these sites?
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