Comments on: Customer Service in a Web 2.0 World http://expressmarketingmemo.com/2008/06/19/customer-service-in-social-media-age/ Marketing success tips for small businesses Tue, 17 Jan 2012 02:25:06 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Shari Voigt http://expressmarketingmemo.com/2008/06/19/customer-service-in-social-media-age/comment-page-1/#comment-203 Shari Voigt Thu, 19 Jun 2008 19:08:37 +0000 http://expressmarketingmemo.com/?p=68#comment-203 As you said - those negative reviews do show up in the search results, especially for small businesses. That's just one of the reasons why I believe it's imperative for the local business owner to be proactive, monitor how his business name is showing up online, and build a strong online presence. Thanks for your insight! As you said – those negative reviews do show up in the search results, especially for small businesses. That’s just one of the reasons why I believe it’s imperative for the local business owner to be proactive, monitor how his business name is showing up online, and build a strong online presence.

Thanks for your insight!

]]> By: Eyes On Wisconsin http://expressmarketingmemo.com/2008/06/19/customer-service-in-social-media-age/comment-page-1/#comment-202 Eyes On Wisconsin Thu, 19 Jun 2008 18:23:55 +0000 http://expressmarketingmemo.com/?p=68#comment-202 I don't actually look for reviews for local businesses but I do sometimes try to find the business's Website. Sometimes, it is a review of disgruntled customers blog that shows up in the search. It can be hard for a business to counteract even an isolated incident in the current online world. If you had not talked to the manager above, what would have been the impact on his business? Had this post been a negative one about the particular restaurant, he might not even find out about it for months. On the other hand, not all glowing reports about a business (online especially) are unbiased or unpaid. It is also easy to sabotage a business with false reviews (I have no doubt about the existence of these either). There is a need for bloggers to be honest in reviews both free and paid. I have seen the management of a couple locally owned restaurants actively check to see how customers feel. Oddly, these businesses also seem to be doing very good business. Perhaps, being proactive is the best solution for businesses? I don’t actually look for reviews for local businesses but I do sometimes try to find the business’s Website. Sometimes, it is a review of disgruntled customers blog that shows up in the search.
It can be hard for a business to counteract even an isolated incident in the current online world. If you had not talked to the manager above, what would have been the impact on his business? Had this post been a negative one about the particular restaurant, he might not even find out about it for months. On the other hand, not all glowing reports about a business (online especially) are unbiased or unpaid. It is also easy to sabotage a business with false reviews (I have no doubt about the existence of these either). There is a need for bloggers to be honest in reviews both free and paid.
I have seen the management of a couple locally owned restaurants actively check to see how customers feel. Oddly, these businesses also seem to be doing very good business. Perhaps, being proactive is the best solution for businesses?

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