Online Criticism Isn't Just Easy, It Sticks Around Too

from the they-ruined-my-pants dept

We've noted before how some business owners feel extremely threatened by criticism on the web. The idea that anybody can become a critic and have a platform to broadcast their opinion is a scary one for businesses that don't treat their customers well. But there's another related issue here: web criticism sticks around. One blogger has noted that a post he made about how he was frustrated with his bank continues to attract comments from other annoyed customers. It's much like our post on Amazon Prime from February 2005, which thanks to the magic of search engines, continues to attract new comments every day from people upset with the way Amazon bills for the program (with some of them blaming us for it). His point is that not only does news travel quickly online, it sticks around -- just ask the maker of Kryptonite bike locks. Perhaps this is part of the reason some businesses freak out so badly when they're criticized online, and will fuel further calls from some quarters to moderate or censor user-generated business reviews and comments. But that's not a solution; the best way to deal with it is to treat your customers well.

Filed Under: criticism, user generated content
Companies: amazon


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  1. identicon
    Vera, 6 Aug 2007 @ 7:49am

    it's all about respect

    Treating your customers well is a topic that I'd like to see a lot more time spent on. Personally I believe that the heart of it is treating your customers with respect. Flattery and schmoozing and attention and giveaways are among the things that many companies authorize the marketing and pr departments to do, and those things are all very nice, but if the rest of the company, including legal and the product dev people, couldn't give a flying you-know-what about the customers then the other stuff is ultimately meaningless.

    Vera

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