Archive for the ‘Customer advocacy and activism’ Category

The most courageous real estate agents around

November 28, 2008
Kudos to those agents who have the courage to be early adopters of our real estate agent rating site

Kudos to those agents who have the courage to be early adopters of our real estate agent rating site

In the last few days — or since EREB sent out its email about What-Customers-Say.com — we’ve been having some good talks around here about the agents who will use our site and those who will not. We’ve also talked about the agents who’ve already asked to be removed from the site. (BTW, we’ll only remove until the point that you get a review; after that time, your name has effectively been “added” by a [legitimate only] reviewer.)

But what about those agents who already are using the site? Or what about those who, in the heat of everything, are actually creating profiles on What-Customers-Say.com?

It takes a lot of courage to step away from the [small] mob with its pitchforks and flaming torches and say, “Yes, I believe in my customer’s voice, and I’m going to support it. Even if it stresses me out every time I get a new review.”

So to everyone who continues to go out on a limb — in spite of pressure from the ill-informed not to be associated with us — and trust not only in their customers but also in the idea that What-Customers-Say.com actually is helping the best agents rise to the top, thank you. And kudos to you. As you certainly know, it’s the leaders, not the followers, who actually make real change happen.

~jw

PS: Lance Jones (a partner at What-Customers-Say.com) wrote this today, and I love how clear it is, so I want to post it:

Only 27 of ~290 reviews on our site are negative — so are dissenting agents sure that our site is about making realtors look bad?

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What does that mean, consumer advocacy / activism?

November 26, 2008
Do you advocate on behalf of all customers... or just your clients?

Do you advocate on behalf of all customers... or just your clients?

It’s too bad that, prior to the advent of the Web — and, in particular, social media and elevating the customer voice — the only organizations that advocated on behalf of the customer were non-profit consumer advocacy groups. Because they weren’t bringing in any revenue, those groups weren’t really been able to finance marketing initiatives and other tactics to get the word out about defending customer rights and freedoms.

So, until the Web rolled around, no one really understood just how much power the customer ought to have. Even customers didn’t seem sure if they should question things or just accept the status quo.

But, now, if the consumer wants to find out information about his/her rights, about a product s/he is researching or, as it may be, about a real estate agent to whom a friend has referred him/her, they just (more…)