IronGate
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Lying in online reviews: it's actually been studied by MIT. They could have just asked us.
What does this study means for customer facing professionals? I think we can take two actionable ideas away from it:
It’s a Wild Wacky Web, and two researchers just showed us another gaping hole in the online ratings game.
What does this study means for customer facing professionals? I think we can take two actionable ideas away from it:
- Never use online ratings as the only source of customer satisfaction/service data. Online ratings are simply too inexact, too subject to other influences, to be the sole source of analyzing your product and/or service.
- Follow up with online reviewers as much as possible. Obviously, if you are Amazon or Zappos’ this is not possible. However, for small organizations, it can be feasible — and helpful. Due to online anonymity, you might not be able to connect with everyone, but some is better than none. Follow up online or off-line, but follow up if you think it will make a difference to your business.
It’s a Wild Wacky Web, and two researchers just showed us another gaping hole in the online ratings game.