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The Online Review Iceberg - Why the posting of a review is just the tip of the iceberg | Ben M Roberts

The Online Review Iceberg – Why the posting of a review...

Potentially the use of an iceberg is a tired cliché when it comes to business. However, in the case of online reviews it is...
6 questions that Online Reviews help answer from POTENTIAL CUSTOMERS about YOUR BUSINESS

6 questions that Online Reviews help answer from POTENTIAL CUSTOMERS about...

Potential customers need reassurance when they are choosing a company to work with or buy from. Online Reviews are a great way to showcase...
ONLINE REVIEWS: YOU LEARN FROM COMPLAINTS NOT PRAISE - Ben M Roberts

Online Reviews: You learn from complaints not praise

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...
WHAT DOES BULLFIGHTING AND SOCIAL CUSTOMER SERVICE HAVE IN COMMON? - Ben M Roberts

What does Bullfighting and Social Customer Service have in common?

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...
3 REASONS WHY YOU CAN’T TRUST A COMPANY WITH ONLY 5* RATINGS - Ben M Roberts

3 reasons why you can’t trust a company with only 5*...

It’s conventional wisdom, and well pretty much common sense that 5* ratings are good. I agree. I’m not going to tell you anything different....
SOCIAL CUSTOMER CARE - Ben M Roberts

Social Customer Care

The world has changed, and is continuing to change. What once was the core of a business (the good/service) is now secondary to the...