How NOT to Respond to Customer Reviews: 8 DON’Ts From a Recent Case Study

Cindy G.Customer Behavior, Customer Reviews, Negative Reviews, Reputation Management, Yelp1 Comment

Anytown, USA: A customer (who also happens to be an active Yelper) is enjoying a sandwich at his regular haunt: a small local burger joint that also doubles as an arcade. Enter a gleefully screaming child, whose behavior continues uncorrected by parent nor staff for the length of our customer’s meal, souring his dining experience. He takes to Yelp to complain. Read More…

Who’s Bad-Mouthing Your Business? It Could Be Your Best Customers

adminCustomer Reviews, Negative Reviews, Reputation Management, Research

Think those one-star reviews of your business on Yelp or your local Patch are spurious? That the guy who hates the presentation of your chef’s shepherd’s pie just doesn’t get it? Or that the complaint about your receptionist’s lousy demeanor was seeded by a devious competitor? Read More…