Build customer loyalty with Getsatisfaction.com

I stumbled across Getsatisfaction.com several weeks ago after seeing a link on Rosenfeld Media. Today, a story featuring the site, founded by Lane Becker emeritus Adaptive Path, appeared in the New York Times. At first glance Get Satisfaction seemed like a better Epinions.com, but it’s actually quite different.  

 Get Satisfaction is focused on consumers’ post-purchase support needs. It’s a one-stop-shop for getting help with all the products you own and companies you do business with. So, instead of having to visit Sony.com for help with your new Blu-ray DVD player, or Apple.com for iPod support, you would instead visit Get Satisfaction’s Web site. A unified experience seems like a good idea, but I don’t see the quality of information surpassing what would be found on a corporate Web site. In the case of a smaller company Get Satisfaction might be a good substitute for an on-site knowledge-base or discussion forum. We’ll have to wait and see.

Get Satisfaction promises marketers an effective weapon against the fragmentation of brand messaging  at the hands of consumers, their blogs and social networks. It’s pitched as a customer insight engine, although one that must be closely monitored and maintained. If a company fails to respond to a customer complaint or question, it makes the situation worse than pretending to participate in the conversation in the first place.

A customer’s experience after a sale will determine long-term loyalty and advocacy. For Americans, it’s more important than the quality of product in the first place (read Culture Codeby Clotaire Rapaille). Get Satisfaction is a tool for cultivating these relationships by participating in the conversation.

Visit Get Satisfaction and share your voice.