Customer content - good vs. evil? [BT broadband office]

Customer content - good vs. evil?

Posted 2 June 2008 at 9:26AM by Hannah Gilchrist in Doing business online

It's great when your users actually respond to your products and services and even better when they have an online forum to share their opinions in. But what if you find bad reviews are littered all over the internet?

It's important to remember that everyone has a right to their own opinion and as with popular review sites such as TripAdvisor some things need to be taken with a pinch of salt. Of course every business should offer their customers a high standard of service, but for every good review there is bound to be some bad ones too and monitoring things is one way to make sure the situation isn't getting out of hand.

If you see that someone is unimpressed by your services don't take it to heart, act on it. The quicker you can prove them wrong, the faster that bad review will be swamped with good ones.

Tags: blogging, bt, bt broadbandoffice, reviews

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Comments

1. At June 2, 2008 11:39 AM, 'Razor' Ramone wrote:

In the hospitality trade, it is generally considered that, on average, someone who has a good experience will tell one other person, whereas someone who has a bad experience will tell nine. I would think the internet is at least as bad, if not worse.
Just goes to show, service and satisfaction are everything. It can take years to build up a reputation and a fortnight to ruin it.

2. At June 2, 2008 12:59 PM, The Big Show wrote:

You could just go on the websites, pretend to be a customer and post brilliant reviews about yourself.

I've heard that's very in at the moment.

3. At June 2, 2008 1:43 PM, J G Dawson wrote:

Not so sure about that - If people want something badly enough they'll buy it regardless of reputation...

4. At June 3, 2008 11:04 AM, 'Razor' Ramone wrote:

"Not so sure about that - If people want something badly enough they'll buy it regardless of reputation..."

Sure, so long as you're lucky enough to be the only company selling whatever it is they want. Most businesses don't have that luxury, so they rely on reputation.

5. At June 9, 2008 9:53 PM, Holly wrote:

"You could just go on the websites, pretend to be a customer and post brilliant reviews about yourself."

Except for the fact that it's illegal and can land you in serious trouble if you do?

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