Episode #10 – Pareto’s Law, the Phelps Corollary, Social Media as a Game Changer and How to Handle a Negative Customer Experience
I’m joined by wingman Jack Campisi (a.k.a ‘Social Jack’ or ‘Maverick’) on the video podcast.
Here is a rundown of the video podcast:
- We discuss Vilfredo Pareto and his famous 80/20 principle
- We introduce the Phelps Corollary and the struggle with traditional ‘prospect’ based marketing
- We look at social media as a game changer for customer experience
- We talk about how to handle a negative customer experience using lagniappe
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{ 3 comments… read them below or add one }
Great video podcast. I particularity liked the concept of giving disgruntled customers back a little something extra that they can talk about. Applying a double positive to help diffuse the negative!
When you ask your customers how they would like to see something resolved, they will be much more reasonable than you would expect. I like the way you point out to give them what they want, but then to also give them something they didn’t ask for. That makes it better than right.
great post as usual!
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