tag:blogger.com,1999:blog-7137995317196460579.post8241354058554935329..comments2023-04-17T06:50:25.016-07:00Comments on My So-called Virtual Life: A Reply, Part II - Dialogue and CommunityMiso Susanowahttp://www.blogger.com/profile/14628657533849686313noreply@blogger.comBlogger9125tag:blogger.com,1999:blog-7137995317196460579.post-70893429580134263182012-12-04T18:07:15.514-08:002012-12-04T18:07:15.514-08:00This comment has been removed by a blog administrator.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7137995317196460579.post-77148800767881447002011-04-28T17:40:30.371-07:002011-04-28T17:40:30.371-07:00Wow... thanks so much Wizard! Yes, the fact that h...Wow... thanks so much Wizard! Yes, the fact that he did read it is really cool! What a difference a Twitter presence makes ne? Now we need to steer him to good blogs like Tateru, Daniel Voyager, Dusan and the rest of the smart people...Miso Susanowahttps://www.blogger.com/profile/14628657533849686313noreply@blogger.comtag:blogger.com,1999:blog-7137995317196460579.post-58673609650675905832011-04-28T01:53:10.797-07:002011-04-28T01:53:10.797-07:00i asked @rodvik to read this and he did. the fact...i asked @rodvik to read this and he did. the fact that he did read it, and publicly announced that he did is HUGE to me and fills me with hope.Wizzy Gynoidhttps://www.blogger.com/profile/08835960741559366869noreply@blogger.comtag:blogger.com,1999:blog-7137995317196460579.post-76039794980205396452011-04-27T16:41:59.330-07:002011-04-27T16:41:59.330-07:00I tweeted a short quote from hostgator.com's g...I tweeted a short quote from hostgator.com's guide to "GETTING & MANAGING YOUR FIRST 1,000 CLIENTS IN WEB HOSTING".<br /><br />There is one particular section related to dealing with existing customers that I consider almost biblical. It also highlights the loud and disgruntled existing customers as one of your greatest assets. Here's a longer quote from that:<br /><br />"Never treat your existing client as a thing of the past, your true sales and marketing sales force lies in the relationship you have with your existing clients. Treat them wrong, ignore them, it will be the start of your company’s downfall. <br /><br />Look at it this way. You should always treat your existing client as if you are trying to get them to become your new client, because in fact that is the case. You should always have this mindset: <br />ONE UNSATISFIED CLIENT = ONE LESS NEW CLIENT <br />ONE ANGRY CLIENT = FIVE LESS NEW CLIENTS <br />TEN ANGRY CLIENTS = ONE HUNDRED LESS NEW CLIENTS <br />If you value one new client as $100, if you have ten angry clients, it would cost your business $10,000 USD. Can you afford that? <br /><br />If your focus lies more on reaching OUT than reaching IN, it is only a matter of time before your web hosting business reputation starts to decline and in time it would be bad enough that no one would even consider buying from your company anymore since the image of your company name is just so bad.<br /><br />So always focus in making sure that your entire existing client base is satisfied with your service. Even do more than that, treat your clients in a way until they become addicted to how you are treating them."<br /><br />There are many InWorldz residents who have this kind of "addition" now, but at least on the customer service side of things, there is nothing special about InWorldz service that could not be replicated within other organizations, including Linden Lab. It is free, and requires only an attitude adjustment.<br /><br />For example, with regards to disgruntled and angry existing customers, never consider them a write-off:<br /><br />"TREAT THESE FURIOUS CLIENTS AS YOUR MOST PRECIOUS JEWELS. THE SECRET IS, WHEN ONE IS EASILY TRIGGERED EMOTIONALLY IN A NEGATIVE WAY, ONE WOULD ALSO BE EASILY TRIGGERED EMOTIONALLY IN A POSITIVE WAY. <br /><br />What you have on your hands now is one furiously angry client who is ready to blow your company to pieces. What would you do to them?<br /> ...<br />No, instead convert this one furiously angry client to become your heat seeking missile marketing agent."<br /><br />Take the disgruntled existing customers even more seriously than the satisfied ones, investigate their concerns and attempt to provide real resolution -- not just answers -- to those concerns.<br /><br />"This one client will passionately and voluntarily become your company’s marketing agent. <br /><br />On the contrary if you choose to ignore this one furious client, consider that you just begin a short journey of destroying your whole web hosting business, and I will assure you, it will happen if you treat your clients like that."<br /><br />The question is, do you want these passionate voices working *FOR* you, positively, or against you?<br /><br />I'm butchering the guide, and it's true you can't please everyone and shouldn't hold yourself hostage to the vocal few, but if you at least treat their concerns with respect and try to resolve things, it goes a long way to reducing the negatives and maximizing the positives.Jim Tarberhttps://www.blogger.com/profile/06972751348051683710noreply@blogger.comtag:blogger.com,1999:blog-7137995317196460579.post-17626503946371426582011-04-22T10:42:14.865-07:002011-04-22T10:42:14.865-07:00Remind me to tell you about the sim owner who was ...Remind me to tell you about the sim owner who was grid banned by LL Customer Support for a day due to her snarky attitude with a clueless CSR rep.<br /><br />Sim owner had no method to talk to anyone beyond the soup nazi level to regain the access to her own sim that LL was charging her $US for.<br /><br />Now that's what I call great business practices. o.O<br /><br />-MakoUnknownhttps://www.blogger.com/profile/07795343154241810033noreply@blogger.comtag:blogger.com,1999:blog-7137995317196460579.post-11836830093292574532011-04-21T10:27:20.807-07:002011-04-21T10:27:20.807-07:00@ all - "Brand Loyalty" - a forgotten co...@ all - "Brand Loyalty" - a forgotten concept? It's not about being cool; it's about customers continually paying you and recommending you <i> over a long timespan</i> which = continual income, due sirectly to your relationship with the consumer. Ask Sony how their rootkit and destroying functionality in the PS3 has worked for them.Miso Susanowahttps://www.blogger.com/profile/14628657533849686313noreply@blogger.comtag:blogger.com,1999:blog-7137995317196460579.post-38074135158072405302011-04-21T10:18:03.037-07:002011-04-21T10:18:03.037-07:00" It's my home. My chosen community is th..." It's my home. My chosen community is there."<br />Yup.<br /><br />Having a minor job today in retail as well as my last job over seeing construction contracts, the key words then and now are/were... <br />ALWAYS GIVE THE CUSTOMER MORE THAN THEY PAY FOR.<br />Simply put...<br />Talk to them<br />Thank them<br />Support their efforts<br />Always remember a customer isn't a pain in the A**, they are a companies survivalBrindahttps://www.blogger.com/profile/01722102008502506117noreply@blogger.comtag:blogger.com,1999:blog-7137995317196460579.post-74765126927841346012011-04-21T10:02:02.536-07:002011-04-21T10:02:02.536-07:00Well done, Miso! A detailed, thoughtful and very i...Well done, Miso! A detailed, thoughtful and very insightful post!<br /><br />A note to the PR department of any Virtual World... Second Life, InWorldz, Avination, whichever:<br /><br /> "We ARE your Public -- Relate to us." <br /><br />The company that masters that concept in a meaningful and non-superficial way, wins our undying loyalty.Boudica Destinyhttps://www.blogger.com/profile/04224775432564760234noreply@blogger.comtag:blogger.com,1999:blog-7137995317196460579.post-24111207439677549422011-04-21T09:37:14.843-07:002011-04-21T09:37:14.843-07:00Excellent, as usual.
Yes, communication is at the...Excellent, as usual.<br /><br />Yes, communication is at the core. I was told in marketing that every customer could be a life-long customer, making that first $2 purchase the mere tip of a future iceberg. Good advice.<br /><br />..but then, if they (Lindens) never come inworld...it's never going to be their home, is it.<br /><br />I do feel, ultimately, that the long term users of VWs have maybe a clearer idea of the importance of what we are participating in than the average LL worker. The way that VWs are going to change communication are so vast that a reversion to 2D (FB and Marketplace) seems almost like heresy to me.<br /><br />I look forward to the next part...sororNishihttps://www.blogger.com/profile/17385408562954387986noreply@blogger.com