Blackpool Hotel Owner Ejects Guests over TripAdvisor Review

It seems that hardly a day passes without angry businesses 'fighting back' against review sites and customers who write unflattering reviews about their businesses.

C'mon people, if you have a problem that you want resolved, either talk to the business directly or use a site like HelpHound who will act as an intermediary and help resolve it for you.
It will probably save you from the police being called and finding yourself thrown out on the street.
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Negative diner reviews more damaging than critics

According to research from Livebookings, over half of diners will avoid a restaurant after seeing a bad review, with a third trusting the view of their peers over the professional critics.

David Norris, chief operating officer for Livebookings, says, “Restaurateurs can no longer dismiss the importance of the internet in shaping how their business is perceived by the general public. They must take note of the feedback they are receiving and where necessary, act on it.”
Livebookings suggests restaurants follow these steps to manage their online reviews:

• Identify which websites your customers are posting reviews to
• Regularly monitor the websites to see what’s being posted
• Engage with negative reviews to show you value a customer’s comment and explain how you will address the problem
• If you are unable to post a reply, contact the website

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HelpHound too has a variety of tools to help businesses market themselves and manage their reputation online.

Online Reviews - Reading between the lines

We like to think that HelpHound's moderators and buster software can pick up nearly all 'fake' reviews and deal with them.  Other sites however do not always work on this principle so here is are some good tips on how to spot reviews that may have been written by friends and family and public relations people.  Or by a business' competitors.

Use a critical eye to see truth in online restaurant reviews

Online reviews sparks war of words

This is an extraordinary war of words between Amy's Baking Company and Joel Latondress.

He didn't like the service he got.

She didn't like the review he wrote and shot back calling him a "tramp" and a "loser"

Now, their dispute has gone way more public than Joel's short negative review with 609 comments and counting on the Phoenix New Times not to mention comments on countless blogs, twitter polls etc. etc.

Phoenix New Times
Be sure to read through the comments to see all of the slings and arrows being exchanged.
KTAR.com
Matthew Petrow

The Indignant Diner Who Went Too Far

A Web Campaign to Smear the Mussel Bar.

A diner who goes by the handle, “Anna” (or sometimes “Anu”) has been strafing the landscape with essentially the same comment. She has posted it on Zagat, Urbanspoon, CultureMob, Metrocurean, Yelp (where it’s been filtered), and even our, (the Washington City Paper's) little blog. Here’s the gist of it:

The food is ok..overpriced yes but ok. The reason for low rating is the service we received from none other than restaurant manager and owner.

 I plan on telling everyone about how little he thinks of his patrons. I am also a writer so you can bet this is what’s on my mind and where my writing energies will go.
And so she did.  Read full story

Wouldn't have happened had she'd been in the UK and posted on HelpHound because Resolution™would have given the business the opportunity to respond before she was able to post her negative review

Defining your Social Media Strategy

Need help defining your social media strategy?
Well, this gadget will do it for you.  Try it out.
Or come speak with us

Full article from Business Insider

How To Use Customer Reviews To Market Your Business

This is a well written, 'must read'  article from Gail Goodman for anyone interesting in marketing their businesss. She keeps it simple and down to earth and gives great advice.

Increasingly, consumers are searching for reviews before they commit their dollars to buying products, booking services or donating to a charity. They want to read a positive review or comment, expressed in your customers' own words.
Sharing customer success stories demonstrates how you deliver on your brand promise in the real world, with real people. A positive customer review resonates in a way that other marketing efforts just can't. It conveys more than honesty.....
 She goes on to offer 9 tips for businesses to get and use great reviews for their businesses
1.    Make it easy for customers to give great reviews
2.    Find out where your customers are already posting reviews
3.    Ask for reviews across multiple channels
4.    Survey customers after a sale
5.    Note: Customers must give these reviews freely
6.    Spread the word and get more people talking
7.    Post success stories wherever you promote your products and services
8.    Customer-centric stories make compelling content
9.    Listen to what customers are saying about you (the good and the bad)

 Full Article