The article was talking about website Yelp.com . It is the customer review website for business owner. I didn't know about this site until I read the article. I think the website can be a very powerful thing that can make or break the business. It gives the customer a voice to talk about their experience with a business PUBLICLY. The advantage that have the your business on Yelped that if you get good previews, then bingo, it's a way to market your business. It's another form of WOM, it spreads online instead. Vice versa, bad reviews will for sure affect the business. Even though it give a customer an idea of what they are getting into there are also trust and honest issues. There is no way that the website nor business owner can control what is being posted on the website, nor confirm that the info is truth or just a lie. That can lead to a dilemma like Diane Goodman from the article. But I don't think her first reaction by emailing and cursing at the customer was appropriate. That is the reason things got worse from there.
I can see how Crua Stone be on one of those website to receive feedback, I think it is a way to market Mike's jewelry and his business and spread the world out there. As long as we are good with customer service, I think we will get good feedback. It is also a way to improve by taking in customer's suggestion.
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