In their book Thanks for the Feedback, Douglas Stone and Sheila Heen suggest there are three kinds of feedback: appreciation, coaching, and evaluation. A quick summary of each: One of the key insights in the book is we should be careful about providing multiple kinds of feedback at the same time, as the person receiving them might be…
While popular wisdom is that any publicity is good publicity, academic research has largely shown negative word of mouth hurts company brand and sales. For example, negative movie reviews decrease box office receipts to the point that Hollywood pundits believe that it is “almost impossible to recover from bad buzz.” As a specific example, Viacom Chairman…