The burden is on brands.
Posted: Thu Feb 13, 2025 9:13 am
Now, imagine a patron who writes a negative review of two different restaurants where he ate for Sunday lunch and dinner. On Monday, he opens his email to find a Google notification that Restaurant A has responded with an owner’s response sincerely apologizing and reasonably explaining why service was unusually slow that weekend, but that Restaurant B is filling his complaint about a rude waiter with dead air.
“So, Restaurant A cares about me, and Restaurant B couldn’t care less,” the consumer is left to conclude, creating an emotional memory that can inform whether or not he or she is willing to give any business a second chance in the future.
Just one experience of receiving notification belgium number data an owner’s response will set the rules of the game from here on out , making all future businesses that fail to respond seem unapproachable, neglected, and even uncaring. There’s a difference between reviewers describing their experiences out of random stimuli, and leaving feedback with the expectation of being heard and responded to.
I would go so far as to predict that Google's announcement ups the game for all review platforms, as it will make owner responsiveness to customer sentiment an expectation rather than an additional effort.
Because no smart business would believe it could succeed in modern commerce by appearing unapproachable or uncaring, Google’s announcement calls for a change in priorities. For brands big and small, it may not be easy, but it should look something like this:
“So, Restaurant A cares about me, and Restaurant B couldn’t care less,” the consumer is left to conclude, creating an emotional memory that can inform whether or not he or she is willing to give any business a second chance in the future.
Just one experience of receiving notification belgium number data an owner’s response will set the rules of the game from here on out , making all future businesses that fail to respond seem unapproachable, neglected, and even uncaring. There’s a difference between reviewers describing their experiences out of random stimuli, and leaving feedback with the expectation of being heard and responded to.
I would go so far as to predict that Google's announcement ups the game for all review platforms, as it will make owner responsiveness to customer sentiment an expectation rather than an additional effort.
Because no smart business would believe it could succeed in modern commerce by appearing unapproachable or uncaring, Google’s announcement calls for a change in priorities. For brands big and small, it may not be easy, but it should look something like this: