Comments on: Why You Shouldn’t be Afraid of Customer Reviews http://bokardo.com/archives/customer-reviews/ Interface Design & UX by Joshua Porter Wed, 28 Sep 2011 20:28:57 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Matt Nelson http://bokardo.com/archives/customer-reviews/#comment-289843 Matt Nelson Tue, 21 Jul 2009 13:56:38 +0000 http://bokardo.com/?p=782#comment-289843 Thanks a lot! I read this as background to a review proposal meeting. Very good backgrounder. As an aside, I love the dynamic pre-post welcome...is that a custom piece or a plugin? Have a good one. Matt Thanks a lot! I read this as background to a review proposal meeting. Very good backgrounder.

As an aside, I love the dynamic pre-post welcome…is that a custom piece or a plugin?

Have a good one.

Matt

]]> By: Iphone in practise » Blog Archive » Turning Negatives Into Positives http://bokardo.com/archives/customer-reviews/#comment-236144 Iphone in practise » Blog Archive » Turning Negatives Into Positives Tue, 12 Aug 2008 08:53:13 +0000 http://bokardo.com/?p=782#comment-236144 [...] have never felt that way about critical reviews at NewsGator, and according to a post from Joshua Porter at bokardo.com, you probably shouldn't either. Negative reviews don't have to be [...] [...] have never felt that way about critical reviews at NewsGator, and according to a post from Joshua Porter at bokardo.com, you probably shouldn't either. Negative reviews don't have to be [...]

]]> By: “Why You Shouldn’t be Afraid of Customer Reviews” http://bokardo.com/archives/customer-reviews/#comment-226336 “Why You Shouldn’t be Afraid of Customer Reviews” Fri, 25 Jul 2008 21:22:25 +0000 http://bokardo.com/?p=782#comment-226336 [...] while back I came across a really great post by Joshua Porter about “Why You Shouldn’t be Afraid of Customer Reviews.” A lot of what he discusses is key to our own understanding and strategy around product [...] [...] while back I came across a really great post by Joshua Porter about “Why You Shouldn’t be Afraid of Customer Reviews.” A lot of what he discusses is key to our own understanding and strategy around product [...]

]]> By: Dan http://bokardo.com/archives/customer-reviews/#comment-223542 Dan Mon, 21 Jul 2008 13:18:05 +0000 http://bokardo.com/?p=782#comment-223542 Great insight here, Joshua! Adding reviews to any sight requires the site owner to balance brand/product image with trust. For retailers of 3rd party-manufactured products, negative reviews are less of a concern as the reviews should reflect on the product manufacturer. But for the ecommerce sites selling their own products, negative reviews reflect on the product, the company, and the brand. As such, it is more tempting to delete negative reviews. But beware of trust erosion by having all positive reviews. I agree with Joshua. If you don't allow people to write negative reviews, it does not change the perception of your product. People will find an outlet for their message, so you might as well be aware of what is being said. Great insight here, Joshua!

Adding reviews to any sight requires the site owner to balance brand/product image with trust. For retailers of 3rd party-manufactured products, negative reviews are less of a concern as the reviews should reflect on the product manufacturer.

But for the ecommerce sites selling their own products, negative reviews reflect on the product, the company, and the brand. As such, it is more tempting to delete negative reviews. But beware of trust erosion by having all positive reviews.

I agree with Joshua. If you don’t allow people to write negative reviews, it does not change the perception of your product. People will find an outlet for their message, so you might as well be aware of what is being said.

]]> By: A E » Blog Archive » Comment on Why You Shouldn’t be Afraid of Customer Reviews by… http://bokardo.com/archives/customer-reviews/#comment-209069 A E » Blog Archive » Comment on Why You Shouldn’t be Afraid of Customer Reviews by… Thu, 03 Jul 2008 04:01:14 +0000 http://bokardo.com/?p=782#comment-209069 [...] Comment on Why You Shouldn’t be Afraid of Customer Reviews by… I think reviews are great myself, but I really do think it depends on the situation of the clients shop. [...] [...] Comment on Why You Shouldn’t be Afraid of Customer Reviews by… I think reviews are great myself, but I really do think it depends on the situation of the clients shop. [...]

]]> By: Rachel http://bokardo.com/archives/customer-reviews/#comment-207640 Rachel Tue, 01 Jul 2008 15:44:06 +0000 http://bokardo.com/?p=782#comment-207640 I particularly like <a href="www.viewpoints.com" rel="nofollow">www.viewpoints.com</a>. Not only does it have really good reviews that are actually helpful, it also has a really great sense of community. I feel like I can get to know the people whose reviews I'm reading. I have the ability to read reviews from people who are like me. I particularly like http://www.viewpoints.com. Not only does it have really good reviews that are actually helpful, it also has a really great sense of community. I feel like I can get to know the people whose reviews I’m reading. I have the ability to read reviews from people who are like me.

]]> By: Maniquí http://bokardo.com/archives/customer-reviews/#comment-202343 Maniquí Wed, 25 Jun 2008 20:11:12 +0000 http://bokardo.com/?p=782#comment-202343 OK, now I see that you have already written about the subject of the linked article on your own blog. Sorry. Feel free to delete this and the above post. OK, now I see that you have already written about the subject of the linked article on your own blog. Sorry. Feel free to delete this and the above post.

]]> By: Maniquí http://bokardo.com/archives/customer-reviews/#comment-202337 Maniquí Wed, 25 Jun 2008 20:04:55 +0000 http://bokardo.com/?p=782#comment-202337 @Joshua, what happened? My last comment has been removed. In the deleted comment, I've just linked to a resource that I thought it could add to this discussion. I will post it again: <a href="http://www.boxesandarrows.com/view/on-a-scale-of-1-to-5" rel="nofollow">On a scale of 1 to 5</a> Also, Joshua, please, join to the comments discussion. I would like to read your opinions on the comments above. Thanks! @Joshua, what happened?
My last comment has been removed.

In the deleted comment, I’ve just linked to a resource that I thought it could add to this discussion.

I will post it again: On a scale of 1 to 5

Also, Joshua, please, join to the comments discussion. I would like to read your opinions on the comments above.
Thanks!

]]> By: Bullets of “Designing for the Social Web” by Joshua Porter « My Perspective http://bokardo.com/archives/customer-reviews/#comment-200869 Bullets of “Designing for the Social Web” by Joshua Porter « My Perspective Tue, 24 Jun 2008 02:22:52 +0000 http://bokardo.com/?p=782#comment-200869 [...] Treat criticism as opportunity [...] [...] Treat criticism as opportunity [...]

]]> By: shammara http://bokardo.com/archives/customer-reviews/#comment-197941 shammara Fri, 20 Jun 2008 04:18:59 +0000 http://bokardo.com/?p=782#comment-197941 This is a great overview, thanks. I'm part of a startup that specializes in customer reviews - we power the review solutions for online retailers like Staples.com, REI.com, etc., and we aggregate and publish those consumer reviews on <a href="http://www.buzzillions.com" rel="nofollow">Buzzillions.com.</a> We have come across very interesting stats, such as decrease in return rate for our retailers, higher click-through, higher conversion etc. We also had a few cases in which products that got many negative reviews, the retailer was able to receive full refund from the manufacturer. We have published some interesting case studies, one in particular on Mountain Gear can be found here: <a href="http://www.powerreviews.com/social-shopping/clients/mountaingearstudy.html" rel="nofollow">"PowerReviews: Mountain Gear Case Study"</a> This is a great overview, thanks. I’m part of a startup that specializes in customer reviews – we power the review solutions for online retailers like Staples.com, REI.com, etc., and we aggregate and publish those consumer reviews on Buzzillions.com.

We have come across very interesting stats, such as decrease in return rate for our retailers, higher click-through, higher conversion etc. We also had a few cases in which products that got many negative reviews, the retailer was able to receive full refund from the manufacturer.

We have published some interesting case studies, one in particular on Mountain Gear can be found here: “PowerReviews: Mountain Gear Case Study”

]]> By: Aaron http://bokardo.com/archives/customer-reviews/#comment-196073 Aaron Tue, 17 Jun 2008 21:03:18 +0000 http://bokardo.com/?p=782#comment-196073 Another interesting aspect of reviews - the retailer/manufacturer can monitor reviews, and have customer service rep's contact dis-satisfied customers. This is a growing practice within service companies, with great results for both the company and the customer. The company resolves an issue and turns an antagonistic customer into a fan, and the customer receives resolution to a problem and the satisfaction of knowing the expressed concern was heard. Another interesting aspect of reviews – the retailer/manufacturer can monitor reviews, and have customer service rep’s contact dis-satisfied customers. This is a growing practice within service companies, with great results for both the company and the customer. The company resolves an issue and turns an antagonistic customer into a fan, and the customer receives resolution to a problem and the satisfaction of knowing the expressed concern was heard.

]]> By: Maniquí http://bokardo.com/archives/customer-reviews/#comment-196003 Maniquí Tue, 17 Jun 2008 19:05:14 +0000 http://bokardo.com/?p=782#comment-196003 Great and insightful article! This kind of research articles is where the <a href="http://www.cluetrain.com/book/95-theses.html" rel="nofollow">Cluetrain Manifesto</a> surreptitiously shows itself. Joshua, I have a question. This ideas seems to fit perfect applied to retailer sites where products by many brands/manufacturers are being sold. But how does this ideas apply to a small manufacturer business website who show/sell its own products on their website? Let me explain: I developed a website for a small manufacturer business (owned by a friend of mine who builds custom analog effects for musicians). In the website, there is a simple product reviews system (just a typical blog comment system). Comments/reviews are moderated (must be approved before going public). Thankfully, 99% of the comments are positive reviews. But... Just once or twice, a customer posted a negative comment, and not even that kind of constructive negative criticism. Just a rant. Being that it wasn't a constructive review, and being that the site isn't a retailer website nor a musicians forum, that comment never see the light. My friend (the site/business owner) wrote back to the customer/reviewer telling him that it's ok he didn't like the product, but that his negative non-constructive review wouldn't be published. And also telling the customer that there are many musicians forums/blogs where he can post his reviews about the product. Thanks again and sorry for my loose ideas and for my english. Great and insightful article!
This kind of research articles is where the Cluetrain Manifesto surreptitiously shows itself.

Joshua, I have a question.
This ideas seems to fit perfect applied to retailer sites where products by many brands/manufacturers are being sold.
But how does this ideas apply to a small manufacturer business website who show/sell its own products on their website? Let me explain:

I developed a website for a small manufacturer business (owned by a friend of mine who builds custom analog effects for musicians).
In the website, there is a simple product reviews system (just a typical blog comment system). Comments/reviews are moderated (must be approved before going public).
Thankfully, 99% of the comments are positive reviews. But…

Just once or twice, a customer posted a negative comment, and not even that kind of constructive negative criticism. Just a rant.
Being that it wasn’t a constructive review, and being that the site isn’t a retailer website nor a musicians forum, that comment never see the light.

My friend (the site/business owner) wrote back to the customer/reviewer telling him that it’s ok he didn’t like the product, but that his negative non-constructive review wouldn’t be published. And also telling the customer that there are many musicians forums/blogs where he can post his reviews about the product.

Thanks again and sorry for my loose ideas and for my english.

]]> By: Social Media + Consumer Opinion + Brand = opportunities brands have to join the conversation - Fast.Fwd.Innov@tion http://bokardo.com/archives/customer-reviews/#comment-195988 Social Media + Consumer Opinion + Brand = opportunities brands have to join the conversation - Fast.Fwd.Innov@tion Tue, 17 Jun 2008 18:09:21 +0000 http://bokardo.com/?p=782#comment-195988 [...] they don’t get the hand over the message but only become part of the discussion. Yet, as Joshua Porter explained why brands shouldn’t fear product reviews, companies shouldn’t fear social media because it’s in fact a huge opportunity to [...] [...] they don’t get the hand over the message but only become part of the discussion. Yet, as Joshua Porter explained why brands shouldn’t fear product reviews, companies shouldn’t fear social media because it’s in fact a huge opportunity to [...]

]]> By: Max Design - standards based web design, development and training » Some links for light reading (18/6/08) http://bokardo.com/archives/customer-reviews/#comment-195940 Max Design - standards based web design, development and training » Some links for light reading (18/6/08) Tue, 17 Jun 2008 16:16:51 +0000 http://bokardo.com/?p=782#comment-195940 [...] Why You Shouldn’t be Afraid of Customer Reviews [...] [...] Why You Shouldn’t be Afraid of Customer Reviews [...]

]]> By: links for 2008-06-17 « I do http://bokardo.com/archives/customer-reviews/#comment-195558 links for 2008-06-17 « I do Tue, 17 Jun 2008 06:30:18 +0000 http://bokardo.com/?p=782#comment-195558 [...] Why You Shouldn’t be Afraid of Customer Reviews - Bokardo (tags: comments reviews amazon article) [...] [...] Why You Shouldn’t be Afraid of Customer Reviews – Bokardo (tags: comments reviews amazon article) [...]

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