Any business, brand, company, or service provider will eventually disappoint a customer. It's a cost of doing business, but it's exactly why a little thing called "customer service" exists. Even the best businesses receive negative feedback and online complaints, but how you respond is what separates great companies from mediocre ones. If your company is the subject of a negative online review, here's how you should respond. The first thing [...]
Fake online reviews are a big problem. Fraudulent negative online reviews disrupt consumer behavior and can lead consumers to believing things that simply aren't true. Researchers estimate that up to one-third of online reviews are phony — many on small sites without robust fraud detection. - Boston Globe, Review websites try to thwart false customer ratings Not all hope is lost. Some online complaint websites and negative review applications have [...]
As traditional and non-traditional methods of communication converge, businesses must be able to provide multi-channel customer service. Call centers, email, and online chat capabilities are not enough. Businesses face the challenge and responsibility of monitoring and responding to customer service issues through social media. Facebook, Twitter, Instagram, LinkedIn, YouTube, etc. - every social media network your brand or business is on, your customers and prospective customers are, too. Social [...]