Responding to Customer Criticisms On Line

by Larry Emmott on November 3, 2010

in Digital Marketing,Social Media

For some background on the user review issue look here and here. So far the only advice available to a business with negative reviews was to overwhelm them with other positive reviews. Here is another option:

Here’s a better idea: if the criticisms are either completely false or potentially true but unrepresentative of the usual customer experience (i.e., I had to wait an hour for my food, all the lights were burnt out in my hotel room, etc.), the business should provide a warranty for good service.

via The Volokh Conspiracy » Responding to Customer Criticisms On Line.

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