ratings

Who should own customer reviews in your organisation?

Research studies show the importance of reviews and ratings on the path to purchase. Online customer reviews can have a major impact on the business of retailers and a host of other companies (on and offline).

That’s why you may need a role or a team responsible for managing reviews, ratings, questions and other consumer-generated content (CGC).

The coming age of Twittervision

For over 65 years, the $70bn TV industry has been traded on one currency…now all that is about to change.

Twitter’s Vice President Joel Lunenfeld recently appeared on a Bloomberg TV segment to discuss the findings of a study linking tweets to live TV, and more importantly for his shareholders, to announce a new partnership and ranking method devised with Nielsen.

The two behemoths want to make watching TV with Twitter (see:second screen experience) ‘even better for you, the TV fan,’ according to Twitter’s blog post on the announcement.

What does this coming new age of measurement mean for marketers and what can you do now to prepare? Read on to find out.

burger

Social media lessons from Oman: Best Burger threatens legal action over bad review

Earlier this week, Best Burger in Oman almost did a “Benihana“, by threatening to sue a blogger for writing a somewhat negative review of their restaurant.

But what Best Burger didn’t know was that the blogger it was planning to sue is also a legal researcher by profession. Luckily for both parties in the end, the restaurant decided to do the right thing by withdrawing legal action, and thinking constructively about how the menu could be improved.   

However, many companies in the Middle East still fail to recognise the tremendous opportunities borne out of negative feedback, and how it can be used to improve the business and build stronger long-term customer relationships.

CNN’s irrational fear of social media

CNN has a big problem: its ratings are dropping. Big time. A New York
Times article this week pointed out that CNN’s main hosts have lost
almost 50% of their viewers over the past year.

And while CNN’s viewership is plummeting, its competitors are gaining
viewers. Several FOX News hosts have registered year-over-year
viewership gains in the range of 25-50%. And lest you think the drop in
CNN’s viewership is primarily the result of demographics or political
preferences, CNN is even being beat out at certain hours by MSNBC and
CNN’s lightweight news channel, HLN.

Spotify and the problem with customer ratings and reviews

Spotify and the problem with customer ratings and reviewsWe all know that customer reviews can boost trust and credibility, and
as such they can drive serious improvements to conversion rates and
search rankings.

But Houston, we have a problem. The problem with customer reviews is this: the lack of proper customers.

The launch of the Spotify iPhone app demonstrates this issue quite clearly.
Non-paying customers are giving one-star ratings to the app on the
basis that they are non-paying customers!

Can IMShopping bring a little bit of the in-store shopping experience online?

As much as I love buying things online, there’s a lot to like about the in-store shopping experience. Being able to see, touch and try a product in person can play a major role in a purchasing decision. It also helps to have a member of the sales staff handy to answer questions.

But a startup that launched today is hoping to make the online shopping experience a little bit more like the offline one.