If you own a small retail establishment, restaurant, or other small business blessed with daily face-to-face interactions with a steady but ever-evolving stream of customers, you’re probably familiar with review sites like Yelp.com and even Google Places. And, of course, you probably know about the ways that customers can share views about your company with [...]
Here’s some startling news you probably didn’t know. Apparently, good reviews from online sites like Yelp and Google make for good business (and vice versa). According to Kevin Drum: Harvard’s Michael Luca did a clever study that took advantage of “discontinuity effects.” Yelp rounds off its rating for public consumption, so a restaurant that crosses [...]
Apparently, if you give a mouse a 50 percent discount, he’s going to give you a poor Yelp review. A recent study showed that Internet customer ratings for businesses running daily deals drop by an average of ten percent. According to Web Pro News That research, from computer scientists John W. Byers and Georgios Zervas [...]
When it comes to the Internet, the customer doesn’t always have to be right. A few weeks ago, we talked about how it’s becoming increasingly difficult to manage your online reputation. There are just too many prominent platforms online for angry customers, nefarious competitors, or criticizing chaos cravers to take unfair shots at your business. [...]
Depending on how you look at it, it’s either the golden age of customer service or the cutthroat age of bullying business. Regardless, it’s the era of Twitter reviews, Chowhound critiques, and Facebook rants. Welcome to the Yelp generation. For the most part, the web and social media have created a wonderful, vibrant community built [...]
