I’ve never seen a customer complaint with such high production values (although IMHO another singer would have helped the music live up to the amazing video production).
(via the Consumerist)
Add comment April 30th, 2007 posted by john
I just posted a story that raises some interesting questions that I’d love to hear your opinion on.
Up to now, the stories I’ve posted have been first hand personal experiences.This is my story. It’s something that happened to me personally and I am sharing it with you.
But the story I just posted is different. It’s not something that happened to me. It’s something that happened to someone I trust and respect. And because of that trust and respect, it affects the level of goodwill I feel towards the company in question.
So I’d love to know what you think. Does a “second hand” story like this belong on Sutori or should the focus of the site be first-hand experiences?
And if both types of stories work, should they carry equal weight or should first-hand experiences have more impact on the overall goodwill?
Please leave a comment or feel free to drop me an email at john (at) sutori (dot) com.
Add comment February 16th, 2007 posted by john
“A ‘Satisfied Customer’ is eight times more likely to switch to a competitor than a ‘Delighted Customer.’”
-Branding expert Ed Delia recounts the key takeaway of a seminar he attended on the topic of “customer attrition”.
‘Barely satisfied’ and ‘delighted’ are a mere 5 notches apart on the Sutori goodwill meter, but from a business impact perspective they are clearly miles apart.
The good news for businesses is that if you listen carefully, your customers will tell you exactly how to make that journey.
The good news for customers is that there are now more places than ever (Sutori included) for you tell businesses what they need to hear.
. . . and if they still don’t listen, there’s always that whole switching to the competition thing to fall back on, too.
Add comment February 5th, 2007 posted by john
Click the image to watch the video.
This very funny video tidbit from Stephen Colbert raises some interesting questions that are relevant to Sutori.
So how about it? How have name changes, mergers, acquisitions etc. affected your perception of the companies in your life?
Add comment January 18th, 2007 posted by john
Things I’ve learned from recent stories . . .
Add comment January 10th, 2007 posted by john
David at Ironic Sans writes a great post about his ridiculously huge K-mart receipt. He only bought 2 items and the receipt was 21 inches long!
“I did a little math. If every customer purchases exactly two items (an underestimation, I’m sure), then K-Mart goes through approximately one mile of paper every 3,017 customers.”
Here’s a scan of the actual receipt.
Yowsa!
To me, this story is a good example of why Sutori exists. There are lots of places on the web where you can review products but not enough places where can you send a message to companies about other things that are just as important.
(Via the Consumerist)
Add comment December 19th, 2006 posted by john
From the Joy of Tech:
Funny stuff, but I think there is a good, valid point to be made in there somewhere. It would be great if more of the value created by social media could find it’s way into the real world, don’t you think?
Maybe not as stamps on a booty though.
In fact, we’re actually cooking up something sort of similar to help Sutori come to life offline. Stay tuned.
Add comment December 11th, 2006 posted by john
Many props are due to the talented John Owen, who created this new explanatory illustration. It’s the first thing you see on the home page now . . . unless you’re logged in. I think it really captures what Sutori is all about.
Thanks John!
Add comment December 4th, 2006 posted by john
We’ve been spending a lot of time lately thinking about ways to make the Sutori experience better for users — easier, more fun, more clearly useful. One of the first real changes to come out of all this thinking is the newly re-designed story capsule.
We chose the story capsule first because it’s the fundamental browsing unit. The summary view of a story that users can skim through as the decide when and if they want to go deeper.
Here’s what it used to look like.
And here’s the new version:
The biggest changes are:
Early feedback has been mostly positive, although some of you have indicated that without the thick blocks of warm color the home page looks a bit colder. Hopefully, the improved usability makes up for this aesthetic trade-off.
As always, we’re dying to hear your thoughts . . . so what do you think?
Add comment November 30th, 2006 posted by john
We’re still working out a few kinks, but Version 1 of our flash Goodwill Map is now live. The concept is pretty simple: visually represent the companies in Sutori based on their aggregate goodwill and agrees.
So what do you think? What works? What could we do better for Version 2?
Add comment November 30th, 2006 posted by john
