May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
May 24 Posted 1 year ago
I have come across multiple restaurant owners who either hate Yelp or love Yelp, again given that it more or less not completely moderated we can expect some kind of spam as well. On top of that have come across articles on Forbes etc which talk about strong arm tactics of Yelp.
Here the question is how SMB owners should handle customer communications. Restaurant owners are very passionate people as it takes a lot of hard work and 365 days of commitment to run a restaurant. Amy's rant can be taken as a snapping point where the owners just could not take any more and as a marketing person who works with lot of restaurants I can understand her situation. I am not saying that what she has done is right and there are multiple ways how SMB owners should handle their customer communications as I indicated in my blog post http://mkonnekt.com/smbmarketing/dont-go-the-amy-way/
May 23 Posted 1 year ago
It may look like trolls and fights are going to ruin Yelp, but I think that a sideshow at best. I wouldn't invite such comments onto my bakery site, but I would shut down over it either.
When choosing a place to buy my cupcakes, the number of reviews is certainly a factor. I'm drawn to the the bigger number, but suspect if it's way out of line. So, good and bad.
But once I'm reading the reviews.. I'm going to stick around if they are funny, ignore them if they are vittoral, and stick around longer on that item.
All of this plays into my choice of cupcakes.. but not near as much as finding a friend who did a review, my level of cupcake craving, ads for cookies at another place, what my family wants, the interupting call from Aunt Suzy about Uncle Phils 80th birthday and the neighbor's barking dog.
If Yelp has what my friends like, well written reviews, photos of the location and menu.. making a bakery decision is a tiny part of my life made more enjoyable by the process.
DISCLAIMER: I'm a long time Yelp user.. on all my devices and frequently not consulted for months at a time. :)
May 23 Posted 1 year ago
I've heard mixed things about the Yelp review process. Supposedly they screen posted reviews to avoid situations like this, but the whole fiasco for ABC started three years ago when they only had one negative review from an actual customer. That was the first one they chose to write back to as they mentoned in the KN episode. Their response to the review was pretty damning and it's not helping their claim that the FB page and website were hacked simultaneously.
Plus, from what I saw of the ABC Facebook page before the photos were removed, it looked less like "hacking" and more like the work of a page admin who does not understand how to adjust their permissions and settings.
May 18 Posted 1 year ago
The "Handy Venn Diagram" is brilliant. Will it be available in wallet-size?
I like my crust kinda' chewy.