Every consumer has a story about a mishandled complaint or a completely baffling customer service procedure that takes a disproportionate amount of time to resolve. It’s not surprising, really, given that each day billions of transactions take place all over the world. In the not-too-distant past when a lot more business was transacted in person, complaints were often resolved over the counter. These days, customers are as likely to take to social media as they are to confront the seller with a complaint, so how should businesses manage complaints – and are review sites a trustworthy source of information for consumers? Continue reading →
Earlier this month, we wrote here (http://goo.gl/jKA3oB) about the growing popularity of business review websites looking to compete with the Better Business Bureau, consumers’ traditional go to source for business ratings.
The piece discusses how the internet limits businesses’ reliance on the BBB to mediate customer disputes. Social media outlets including Facebook, Twitter, Foursquare, Angie’s List and Yelp all provide consumers with a platform to voice feedback, positive or otherwise, making any and all voices heard. Due to the popularity of these platforms, search engines may rank their reviews higher than those posted to the BBB profile of a given business. Business owners and consumers prefer these websites for a few key reasons: they are optimized for mobile phones, their formats encourage positive feedback, and users can post photos while networking with one another. Continue reading →
Every American child has been threatened with the boogeyman or an empty-handed Santa Clause to prevent bad behavior. Small business owners live under the threat of the Better Business Bureau’s (BBB) wrath should they misbehave. Should you, the small business owner, believe in the BBB boogeyman? The simple answer is “it’s complicated.” Continue reading →