Remember, every negative review is an opportunity to show how committed you are to satisfying your customers. What you say will live online indefinitely, so make it count! Read More…
The Cost of Unhappy Customers
The good folks at Vision Critical have put together this eye-opening infographic showing the potential costs of letting your customers go unhappy, unserved, frustrated. Nobody wins! Read More…
This Company Lost $300k Trying to Bully Customers Who Wrote Bad Reviews
The now infamous case of KlearGear.com’s corporate bullying tactics has been settled in a U.S. District Court in Utah, with Judge Dee Benson awarding John and Jen Palmer $306,750 ($102,250 in compensatory damages and $204,500 in punitive damages) against the online retailer. Read More…
Social Media Mobs Are Scary As Hell: You Won’t Believe What One Did to This Business Owner
Do you think mob behavior affects only those unsophisticated inhabitants of the world’s premodern backwaters? Think again. Read More…
Why Respond to Bad Reviews? To Double Readers’ Purchase Intent, That’s Why
The latest volume of research from Bazaarvoice demonstrates the power that brands and business owners wield in responding to negative customer reviews online. Read More…
5 Crazy/Creative Responses to Negative Reviews
Business owners often fret over negative online reviews, and with good reason: lots of research shows how insanely influential reviews are, like this report’s finding that 4 out of 5 consumers reverse their purchase decisions based on negative online reviews. Read More…
Has Yelp’s Bus Left the Station?
Reviews by first-time Yelpers are much more likely to be filtered than the review site’s more prolific contributors. Is there any reason for new Yelpers to still get on the bus? Read More…
The 5 Things Amy’s Baking Company Did, um, Right?
After making seemingly irreversible gaffes on almost every media outlet short of radio, Amy’s Baking Company might as well be known as “Amy’s Clown Co.” in the public consciousness. Read More…
Who’s Bad-Mouthing Your Business? It Could Be Your Best Customers
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…
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