Comments on: One negative customer review online can cost you 30 customers http://www.dynamicbusiness.com.au/news/negative-customer-review-online-1562.html Dynamic Business Magazine - Articles from Australia Wed, 22 May 2013 15:45:51 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: SEO Singapore http://www.dynamicbusiness.com.au/news/negative-customer-review-online-1562.html/comment-page-1#comment-17374 SEO Singapore Sun, 20 Jun 2010 11:02:31 +0000 http://www.dynamicbusiness.com.au/?p=18669#comment-17374 Social media is becoming a powerful influencer on brands of all size. Brand now need to become a movement. The days of talking at people are over. We are moving into the age of engagement. Where the customer feels part of the experience. Companies will always receive a bad wrap no matter how good they are. Obviously increased service levels to begin with will help, however how the company deals with the online complaint is very important. The comany needs to have a voice in these discussions and be open about what happens. This will go a long way to defuse the situation and build trust. Social media is becoming a powerful influencer on brands of all size. Brand now need to become a movement. The days of talking at people are over. We are moving into the age of engagement. Where the customer feels part of the experience. Companies will always receive a bad wrap no matter how good they are. Obviously increased service levels to begin with will help, however how the company deals with the online complaint is very important. The comany needs to have a voice in these discussions and be open about what happens. This will go a long way to defuse the situation and build trust.

]]> By: Fiona Adler http://www.dynamicbusiness.com.au/news/negative-customer-review-online-1562.html/comment-page-1#comment-8912 Fiona Adler Fri, 21 May 2010 03:35:53 +0000 http://www.dynamicbusiness.com.au/?p=18669#comment-8912 True, but positive customer reviews are equally powerful! Why is it that when reviews or reputation management is mentioned, most businesses assume they'll need to address poor feedback? If a business provides good service most of the time, they should capitalise on this and start building their online reputation by encouraging customers to review them or mention them online. If they later get some negative feedback, it's the balance of opinion that matters - not just one comment. Social media allows businesses to be promoted based on merit - so the winners are those that focus on actually providing great service (revolutionary I know!) and can mobilise their customers to share their word-of-mouth online. True, but positive customer reviews are equally powerful! Why is it that when reviews or reputation management is mentioned, most businesses assume they’ll need to address poor feedback? If a business provides good service most of the time, they should capitalise on this and start building their online reputation by encouraging customers to review them or mention them online. If they later get some negative feedback, it’s the balance of opinion that matters – not just one comment. Social media allows businesses to be promoted based on merit – so the winners are those that focus on actually providing great service (revolutionary I know!) and can mobilise their customers to share their word-of-mouth online.

]]> By: David http://www.dynamicbusiness.com.au/news/negative-customer-review-online-1562.html/comment-page-1#comment-8908 David Fri, 21 May 2010 03:03:42 +0000 http://www.dynamicbusiness.com.au/?p=18669#comment-8908 Just followup point, based on the size of some peoples friends networks, i would figure that amount could actually be far higher than 30 customers. Based on if you write on the businesses Facebook page, post a status update and even if just one person responds that is a 2 fold increase in those who are exposed to your gripe/complaint. Most business doesn't have the resources or mind frame to deal with that... Just followup point, based on the size of some peoples friends networks, i would figure that amount could actually be far higher than 30 customers. Based on if you write on the businesses Facebook page, post a status update and even if just one person responds that is a 2 fold increase in those who are exposed to your gripe/complaint. Most business doesn’t have the resources or mind frame to deal with that…

]]> By: David http://www.dynamicbusiness.com.au/news/negative-customer-review-online-1562.html/comment-page-1#comment-8907 David Fri, 21 May 2010 03:00:55 +0000 http://www.dynamicbusiness.com.au/?p=18669#comment-8907 This type of problem can have a big effect on franchise operations as one bad manager or store can impact your entire brand. Looking at some of the past examples such as the Domino's Youtube cheese clip... The problem for business is how they can allocate the resources to monitor and respond to every possible site such as Google Maps, TrueLocal, Yelp... This type of problem can have a big effect on franchise operations as one bad manager or store can impact your entire brand. Looking at some of the past examples such as the Domino’s Youtube cheese clip…

The problem for business is how they can allocate the resources to monitor and respond to every possible site such as Google Maps, TrueLocal, Yelp…

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