In a fascinating rant on Craigslist, a restaurant details how it investigated why service had gotten slower over the years even though there was nothing new or different about its operating model. Complaints about slow service were of course finding their way onto review sites, which is bad for business. This restaurant happened to have kept surveillance video
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OwnerListens rep: “Hello dear business owner. We have a few complaints from customers to share with you. Would you like to hear them?” Business owner: “Who is this again?” OwnerListens rep: “I work for OwnerListens. We help customers reach you privately when they have a complaint they would like addressed. These customers prefer to give
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A few days ago Facebook announced a new feature called “Save for Later”. It does exactly what its name suggests: allows users to save links from their feed. Another change that got less attention is the way places are displayed on mobile. When users on Facebook tag a place in their post, a map of
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Want to know what makes an effective customer service strategy? Ask any one of the Fortune 1000 companies and they’ll tell you—it’s building relationships of empathy and goodwill with your customers. In a study published in the Journal of Business Communciation, L. S. Williams reported that the common factor uniting all Fortune 1000 companies is
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Remember when we told you about T.G.I. Friday’s new promotion “endless appetizers“? @caityweaver of Gawker took on the dangerous assignment of trying it out. What happened next isn’t pretty. While Friday’s got some free coverage with this (“earned media” as it’s called in PR speak) it also got some very public feedback. It’s amazing what
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