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
    Haywood, 6 Aug 2007 @ 7:44am

    Re: You can't please everybody

    Still when you annoy someone so badly they take the time to post it all over the internet, there is something to it. I will grant you that some people are just waiting for any excuse to complain. I know in my case, the company proclaimed innocence because they were within their company policy, which doesn't mean a damn thing to the injured party. Specifically they shipped the wrong item which I refused, then claimed to be out of stock despite having 7 advertised on line. It took 3 months to get the item, well past my project date, and then only after complaining to the BBB and the FTC.

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