Smiley journal

Notes from the work.

Product history, customer feedback practices, and practical ideas for local business. The original publication dates remain visible.

August 15, 2016Lin He

Stop Ads! Start Word of Mouth!

As audiences learn to ignore advertising, recommendations from people they trust become more valuable.

July 18, 2016Lin He

An early Smiley note on Net Promoter Score and its use as a customer-loyalty signal.

July 13, 2016Qi He

A 2016 product update introducing Smiley’s early NPS-over-time reporting.

May 22, 2016Qi He

A practical introduction to promoters, passives, detractors, and the feedback loop behind the score.

May 21, 2016Qi He

An early Smiley article about asking for private feedback before a customer leaves a public review.