Mon, Aug 6th 2007 5:46am
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.
If you liked this post, you may also be interested in...
- Italian Court Realizes Ridiculousness Of Fining TripAdvisor Over User Reviews
- Authors Guild Cements Reputation As Luddites: Hates The Internet And Especially Amazon
- 9th Circuit: Amazon's Search Results Too Useful, Must Be Trademark Infringement
- Senate Intel Committee Wants Facebook, Twitter & YouTube To Report 'Terrorist-Related' Content
- Bob Costas Rails Against The Internet After Criticism For Going Nuclear On MLB Pitcher