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…

Why Yelp Is Testing Video, and How to Make a Killer Yelp Video Review

adminCustomer Reviews, Review Spam, Video Reviews, YelpLeave a Comment

Last week, Yelp announced the imminent roll-out of video reviews from “Elite” Yelpers. Yelp’s mobile product manager Madhu Prabaker described the new feature, due in early June, as a way to provide “a reward for businesses that go to great lengths to achieve a certain ambiance.” Read More…