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Customer Reviews

by on February 10, 2010

Customer reviews are the lifeblood of many great websites, from dell.com, to yelp.com, and even amazon.com. What we don’t often hear are stories from the people who manage these user generated comments and the challenges of depending on crowd. “It’s a double-edged sword”, they say.

Customer reviews are an essential part of an online business success. Entrepreneurs must learn to accept positive and negative feedbacks to improve their products and services. To stay a step ahead in the race one need to think beyond putting out blog fires or quieting complaining customers. It is not about good customer service but about collaboration with your customers in every aspect of your business. Entrepreneurs can thank clients, apologize to unsatisfied customers, defend the company for a false judgment, compliment a positive comment, and explain procedures of their services. If you enable them, they will provide customer service for each other. They will help design your products. They will sell your products. They will create your marketing message – they always did control your brand.

Building great consumer experiences is a complex enterprise, involving strategy, integration of technology, orchestrating business models, brand management and CEO commitment. It is harder than we think.

-Deepti Shah

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From → Coursework

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