11. Deliver “WOW” through service Best Buy’s instant support on Twitter, Facebook, YouTube Return anytime, as in forever Real people, real knowledge (and really simple)
19. … your product became tax free … your company was named “best place to work” … a customer raved about you on a top site … an industry analyst said you are hard to deal with … your CEO was fired … a competitor was bought
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30. A Few Ethical Best Practices Do disclose / require disclosure of commercial relationship Do respect the “rules” of the venue (no astroturfing) Don’t request a positive review (honesty of opinion) Don’t demand the removal of negative review Don’t make quid pro quo offers to bloggers Don’t forget that clients/employers = material relationship