The Online Review Iceberg – Why the posting of a review is just the tip of the iceberg

The Online Review Iceberg - Why the posting of a review is just the tip of the iceberg | Ben M Roberts
Potentially the use of an iceberg is a tired cliché when it comes to business. However, in the case of online reviews it is a pretty accurate analogy. This is because a review is the visible, tangible result of a lot of time, and effort spent on things that aren’t necessarily visible. Note that I said necessarily visible there; because,...

Why the customer is king, but not always right

WHY THE CUSTOMER IS KING, BUT NOT ALWAYS RIGHT - Ben M Roberts
The phrase ‘the customer is always right’ has been used for such a long time, and I think it’s an absolutely ridiculous statement. The customer is really important, but that doesn’t make them right. This doesn’t mean that customers are always wrong either, it just means businesses need to be smarter about how they deal with customer service issues...

7 lessons that I have learned from online reviews in eCommerce

7 LESSONS THAT I HAVE LEARNED FROM ONLINE REVIEWS IN ECOMMERCE - Ben M Roberts
Retail is a fickle business. Buying and selling things online is even more fickle. In ecommerce especially it takes but a moment to leave a review, voice an opinion or share a story about an experience with a company or brands products online. I've been involved in online reviews for a fair while now, and there are some things...

6 questions that Online Reviews help answer from POTENTIAL CUSTOMERS about YOUR BUSINESS

6 questions that Online Reviews help answer from POTENTIAL CUSTOMERS about YOUR BUSINESS
Potential customers need reassurance when they are choosing a company to work with or buy from. Online Reviews are a great way to showcase your business, your ethics and what you stand for. This article will look at some of the questions potential customers will be asking before they work with you, and show you how online reviews can help...

Potential customers don’t believe you, and why should they?

POTENTIAL CUSTOMERS DON’T BELIEVE YOU, AND WHY SHOULD THEY? - Ben M Roberts
If you cannot back up what you say, why should anyone let alone a customer believe you? Well they can’t. You need something tangible, something that puts some proof in the pudding so to speak. Also, let us be honest, no one likes a ‘know it all show off’ do they? Fear not though, there are ways in which you can...

Online Reviews: You learn from complaints not praise

ONLINE REVIEWS: YOU LEARN FROM COMPLAINTS NOT PRAISE - Ben M Roberts
Five star reviews tell what you are currently doing well. Anything else shows you have room to improve. Everyone loves to be told that they are doing well. There is nothing wrong with that. Praise can lead to increased motivation, increased drive, and essentially a happier workforce. However, I have found that this actually does very little, especially in the...