Looking ahead.

[kexej28769@nongnue]

One of the most interesting aspects I’m considering about the rollout of response notifications is whether it could ultimately affect the tone of reviews. In the past, some reviewers have gone overboard in their sentiments, writing about companies in the ugliest language… language I always hope they wouldn’t use face-to-face with other human beings in a place of business. I’m now wondering if there’s a great opportunity to know that companies are responding to feedback could reduce the incidence of consumers taking wild, often anonymous potshots at brands and create a more real-world, conversational environment.

In other words, instead of: "You overcharged belgium number data $3 for a soda and I know it's because you are a fraud, a liar, a crook!!! Everyone beware of this company!!!"

We might see: "Hey guys, I just saw a $3 overcharge on my receipt. I'm not too happy about that."

The former scenario is honestly embarrassing. Trying to make someone feel better when they've called you a thief feels a bit ridiculous and depressing. But the latter scenario, at least, is more appropriate to the situation rather than blown out of proportion, providing an opportunity for you and your company to respond well and build loyalty.

I can't guarantee that if observers feel more confident about listening they will tone it down a bit, but I'm hoping it will go that way in as many cases as possible.