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» Reputation Helps (especially for a Brand) from WebMetricsGuru
I saw a chart on Conversation Agent that I liked Conversational Index is Reputation-Driven where its stated that its easier to talk to people (or Brands) that are likeable. In other words, you going to have more conversations happening... [Read More]

» Customers Talk to Who They Like from U-Printing Blog
Do customers take into account whether they like a brand or service in determining whether they utilize the service?  According to this article they do.  According to the author, Valeria Maltoni of Conversation Agent, people are more ... [Read More]


Having a relationship doesn't give you a pass for chronic bad behavior, but building a relationship in the first place requires some good behavior first. So, that is the value, you have proven you can be a good actor, so the benefit of the doubt kicks in.

@Gianandrea -- it is very tricky. The question to ask yourself is probably a simple one: what does your gut tell you about what you're doing? Chances are it did not feel entirely right to Mackey...

@David -- I can tell you put a great deal of care and work into talking with customers and not at them. It comes across in your comment here and at your blog. Clean design, good advice and easy to find and use offer.

I thought both articles did a nice job of illustrating the point. People do like to do business with companies that they like and will cut slack to a company they have a personal affinity for.

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