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
    Cosmo Valente, 10 Sep 2007 @ 6:54am

    Chrysler Extended Warranty rip off

    I have an extended warranty with Chrysler with my 2003 Dodge Intrepid. It expires on Sep 2008 or 100,000 whichever comes first. However, I am with the US Army, stationed in Korea. I brought my car over here. I have an airconditioner problem. I tried to get my air conditioner fixed with my extended warranty and I am told by Chrysler that the contract is invalid overseas. Fine, the lady on the phone at customer service was so annoyed with me, acting like I was a moron and talking down to me and cutting me off from talking. Fine, I will never, neither will anyone in my family, and hopefully some more people who read this -- I WILL NEVER AGAIN BUY A CHRYSLER PRODUCT.

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