Social media has had an enormous impact on buying behavior with 49% of sellers seeing social media as important to their success. In fact, a...

Consumers are increasingly tapping into their networks of friends, fans, and followers to discover, discuss and purchase goods and servic...

With the increasing popularity of user-generated reviews, hoteliers may lament the loss of control over what is being said online, but, as...

In the last decade, the online world has been ruled by two, twin forces: The Crowd and The Algorithm. The collective “users” of the Intern...

The problem with most negative reviews is that whatever you do to make amends, sometimes the review just won't go away, particularly if ...

Here is a good lesson on how you can turn negative consumer feeback around to your advantage.  Naturally a sense of humour always helps. Mo...

The posts on this blog are self explanatory and well worth a read if only to see how much damage you can create by over-reacting to comment...