In 2017, a freelance writer conned the foodies of London. He dreamed up a fake restaurant (called The Shed at Dulwich – a.k.a., the shed where he lived), photographed household objects in a way that made them look like appealing dishes and got his friends to write glowing reviews.
The Shed started out ranked as the 18,149th best restaurant in London. On the basis of those fake reviews and the intrigue surrounding the most exclusive (nonexistent) restaurant in town, The Shed ended up as the top-rated eatery in London, six months after it “opened.” The restaurant still didn’t exist.
The site where this con went down? TripAdvisor.Continue Reading...
Mary manages a small country inn. She carries luggage to the rooms, serves wine and cheese in the lobby each night and does turn-down service, even though the inn’s owner doesn’t require her to.
Tim is a roofer who owns his own business. Tim’s quiet and known for being reliable. Even though he doesn’t talk much, his customers say he’s always responsive to their questions and that he always does what he says he’ll do.
Sharon is the office manager for an accounting firm. She’s a task master, so not all the employees love her – but she’s earned a reputation for being competent and attentive. Clients know they can come to her with any problems and she’ll fix them.
These professionals could live in different countries, come from totally different backgrounds, have entirely different personalities and work in very different settings. But there’s one thing they all have in common – do you know what it is?Continue Reading...
Do you have a Reputation Management Specialist on your staff? No? All successful businesses have them! They generally work full-time and earn salaries of upwards of $100,000 a year and, by the way, you’re also legally obligated to give them a unicorn to ride to work each day.
Okay, that’s not true – but for businesses that don’t know what their reputation even is, let alone how to improve it, hiring a new employee might seem like the only viable way to handle reputation management. After all, what does your business have if it doesn’t have its reputation?Continue Reading...
You can order a year’s supply of dog food with a few clicks on a tablet and make phone calls without lifting a finger. (Getting Siri to actually call the right person is another story.)
But while advancing technology has made some parts of modern life easier, some corners of the Internet are like the Wild West.
Facebook, here’s looking at you.Continue Reading...
You can get a lot done in a few clicks these days. Just ask the people whose kids find their phones and “accidentally” order thousands of dollars of toys from Amazon in the space of 30 seconds.
If only it was that easy to improve your business’ online reputation. As any experienced owner or manager knows, cultivating a positive reputation is something that takes years of effort, tons of money and lots of one-on-one interactions with customers.
Wait a second… [Checks calendar, finds it’s no longer 1995.] Good news! A few clicks actually can improve your online reputation, if your clicking finger chooses wisely.
Passing a hard level of Candy Crush = wrong clicks. Embracing customer feedback software = right clicks.Continue Reading...
Everyone has that one relative who believes everything they read online.
Maybe your 90-year-old Grandma has fallen for the old “Nigerian prince” scam half a dozen times, or your cousin Billy suspects his boss is an alien because of something he saw shared on Facebook. (Everyone has a cousin like Billy.)
If you’re savvy enough to own or manage a business, though, you’re probably a little more… suspicious. When it comes to the internet, being suspicious is a good thing. It keeps you from clicking on the spam emails that infect laptops with malware and stops you from making those too-good-to-be-true Amazon purchases.
Sometimes, a healthy sense of skepticism can even improve your online reputation, especially when it helps you spot and remove fake Google reviews.Continue Reading...
“We don’t need electricity; these oil lamps work just fine.”
“We don’t need a phone line; our customers can come into the store with questions.”
“We don’t need computers; writing orders by hand has always worked.”
“We don’t need customer feedback software; asking customers in person for their feedback is fine for us.”
Some business owners have always been resistant to progress. After all, if the business is doing well, changing anything feels risky. But progress rolls on anyway, and anyone who resists adopting new technology risks getting left in the dust by savvier competitors.
All that makes sense, right? There’s just one thing left to solve, then: Just what the heck is customer feedback software, and how do you pick the right software for your business?Continue Reading...
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