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,...

What does Bullfighting and Social Customer Service have in common?

WHAT DOES BULLFIGHTING AND SOCIAL CUSTOMER SERVICE HAVE IN COMMON? - Ben M Roberts
Probably on the surface not a huge amount, but scratch down a layer and you’ll see some of the similarities. Bullfighting is a popular past-time and really a cultural symbol for many Hispanic people. It is an activity, that has everything, drama, excitement, maybe even a bit of blood. So, how on earth does this have anything to do...

5 key reasons why you should never delete negative online reviews

5 key reasons why you should never delete negative online reviews - Ben M Roberts
Reviews are everywhere. You may be able to run for a short while, but even Mo Farah wouldn’t be able to keep running forever. Even if you could, would it actually do you any good? No. Despite all the articles, blogs, podcasts, and the like talking about online reviews, there are still some big misconceptions, and maybe by writing this,...

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 – Breaking down ‘REVIEWS’ into the sum of its parts

Online Reviews - Breaking ‘REVIEWS’ down into the sum of its parts - Ben M Roberts
Reviews are important. More people and businesses are noticing, and finally starting to do something about it. In this post I do something really clever (well I think so anyway), I attempt to break down ‘REVIEWS’ into the sum of its parts in order to describe and explain their benefits to both businesses and customers alike (I told you...