sutori

What’s the difference between satisfied and delighted?

“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

The 16 moods of sutori

I’ve written a few times about the “goodwill slider” that will allow you to quickly sum up the level of goodwill encapsulated in each story you post on Sutori.

Here, again, is a rough mock of what the slider will look like.

Along the way from angry read to happy orange, we’ve now determined that there will be 16 possible moods. Just for fun, here’s what we’re calling them, from best to worst:

1. I think I’m in love
2. Extremely delighted
3. Delighted
4. Happy
5. Sort of happy
6. Vaguely pleased
7. Barely satisfied
8. Neutral
9. Kind of disappointed
10. Mildly irritated
11. Irritated
12. Annoyed
13. Flat out frustrated
14. Officially angry
15. Extremely angry
16. Absolutely livid with rage

Keep in mind that these are just the starting point. Each story’s goodwill scores will also be impacted by the number of users who agree or disagree with it.

1 comment June 12th, 2006