Conversation Agent - Valeria Maltoni - The Most Influential Thing a Company can Do to Increase Customer Advocacy

« How Much is Your Brand Worth to a Fan? | Main | Passing the Baton »


Not long ago I had a product fail that was still in warranty. I sent an email and didn't hear anything for a week.
I left a question via social media, and it went unanswered. So I wrote a letter.
Not long after that, the replacement arrived in the mail. Funny though, I felt unfulfilled. They blew it, but made no acknowledgment of it.
It tells me a lot about their culture. To them, once the sale is complete, it's over. Except for cross-selling and a few legal requirements.
I'm guessing you can figure out what my willingness to refer them is.

The comments to this entry are closed.

Conversation Agent

  • Since 2006, Conversation Agent focuses on business, technology, digital culture, and human behavior. At Conversation Agent LLC, I help organizations and brands that want to build better experiences tell a new story.


As seen on

Advisory Boards

Marketing that makes business sense


Book Reviews

  • Conversation Agent participates in the Amazon Services LLC Associates Program. It provides a means for Conversation Agent to earn commissions by linking to Amazon.

Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.


  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.