Recent Posts

Marketers Can Now Use Gmail to Directly Collect Customer Reviews

Peter Roesler
Google has introduced a new feature in Gmail that will make it easier for certain business owners to get reviews from their target audience. Just as users can respond to RSVP through Gmail, this new option will let Gmail users review restaurants and other businesses right from their inbox.
Marketers Can Now Use Gmail to Directly Collect Customer Reviews

Worst Practices for Social Media Customer Service

Sendible
Since we recently brought you some examples of how many major brands are getting customer service right using social media, it only seemed fair to show you the flip side of that coin. After all, in reality there are more brand getting it wrong than right, and that's a very unfortunate fact. Most companies rate below 50% in terms of satisfaction for social media interactions.
Worst Practices for Social Media Customer Service

That Was Mean! Respond to Negative Comments and Reviews Online

MatthewY
Some days it may feel like the whole online world wants to flip you the bird. Here's how to deal with these problems when you can't cover them with a black bar!
That Was Mean! Respond to Negative Comments and Reviews Online

Rapid Fire Reviews: ThinkUp [SMToolbox]

Ross Richendrfer
Rapid Fire Reviews are back as another social media tool gets evaluated against The Nacho Scale. This week it's ThinkUp, a Twitter and Facebook insights tool that's backed by Anil Dash. Read on for a breakdown of the use, value and limitations of ThinkUp and Ross' ultimate recommendation on whether you should give it a try.
Rapid Fire Reviews: ThinkUp [SMToolbox]

The Psychology of Online Reviews

JanVelsJensen
Discover the shopping psychology behind the interpretation of online reviews, and see reviews through your shoppers eyes.
The Psychology of Online Reviews

Yelp Can Legally Manipulate Ratings

bizyscott
Yelp likes to describe themselves as the "wisdom of the crowd". But there are several items happening that question that premise. Recently, a California judge ruled that Yelp can legally manipulate ratings which feeds into people's pre-existing opinions that Yelp sales people coerce business owners to advertise with them.
Yelp Can Legally Manipulate Ratings

8 Internet User Statistics Every Small Business Should Know About

SearchDecoder
For the past couple months I have been working with WikiReviews, a better place for online reviews, to help them launch their platform, and we put together couple statistics that inspired us when we thought about the value we can deliver not only to the review and wiki communities, but also to small businesses that suffer from spam and negative reviews which pollute existing platforms.
8 Internet User Statistics Every Small Business Should Know About

Reminders, Screenshots and Real-Time Action Are Social Media Musts for Reviews

Kayla Minguez
What social media strategies are getting companies reviews today? Using screenshots, real-time responses and providing reminders about reviews are some to the most effective.
Reminders, Screenshots and Real-Time Action Are Social Media Musts for Reviews

Yelp's Algorithm Will Be Its Downfall

Ezra Chasser
It goes without saying that reviews tend to skew negative, right? Far more people run to TripAdvisor or Amazon after a terrible experience than an amazing, or even satisfactory, one. Yelp's algorithm that automatically decides which reviews are good or bad has created a toxic environment of trolls and fake reviews.
Yelp's Algorithm Will Be Its Downfall

Social Media and the New Culture of Tipping

KenMueller
After you’ve paid the bill, don’t stop. Hop on your smartphone or computer the first chance you get, and let them know how they did. The problem is that our customers are more likely to complain than praise. As Peter Blackshaw states, "Satisfied customers tell three friends, angry customers tell 3,000."
Social Media and the New Culture of Tipping