Given the expansion of computer and mobile technology, the increased use of the internet, websites, online stores and other advanced technology solutions, the communication and overall relationship between business and customers has become much more frequent and personal.
In this regard, social media has provided a platform where
businesses, of any size, are able to network and communicate with
customers. Instead of simply trying to sell their products or services,
the business is able to create relationships and get customers more accustomed
to the brand.
When I read a review, I am usually looking for answers to my
questions and concerns. Not everyone has the same point of view. A good review
is always positive, but a bad review is not necessarily negative depending on
each customer preference. In general, every business has good and bad reviews.
To me the average rating and the total number of ratings are good indicators to
make a business evaluation. Sometimes, I start my analysis with the bad
reviews. See if that customer negative experience is important and a deal
breaker to me.
Other than vacation rentals, I do not post many business
reviews (maybe it’s a cultural behavior). However, I recognize the importance
of business reviews and I do check it for everything that is not a commodity
(the same everywhere).
As a business owner, I would post a few words of
appreciation for good reviews. Bad reviews would receive my apologies and I
would try to establish some posterior contact to solve the problem or implement
the proper correction to avoid it becoming something recurrent.
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