Most of us have used the opinions of strangers to guide us. Maybe we crossed a movie off a list because we saw a bad review on television or went to a new restaurant based on a review we read in the newspaper. The Internet lets us all be reviewers and almost anything can be reviewed. You can rate books on amazon.com, local businesses on yelp.com and DUI attorneys at gotdui.com. And you can use those sites, and countless others to help you chose a book, a restaurant, or a lawyer.
Of course, any review is subjective. For example, The Lost Symbol, Dan Brown's latest book, has over 1400 reviews, almost 500 of which are positive and about 650 are negative. Also, the quality of service at any business can vary. So before trusting a review, read carefully.
If you own a business, you need to understand that your next customer might review his or her experience on the Internet. Just as bad reviews in the New York press can doom a Broadway show, then a bad report can seriously hurt a business.
How do you combat the bad reviews? The first thing to do is to try to not get them. Be on top of game as much as possible. If you see that a customer is dissatisfied, try to find out why and do something to satisfy them. Be honest in your advertising so that customers don't expect one thing and get another.
The second thing is to try to get good reviews. Encourage your satisfied customers. Publicize your good reviews and their sources.
Hope you all had a safe trip to Grams house and a Healthy Happy Thanksgiving. Did you find all the best deals on Black Friday? Because Today, Monday December 1st, is the first day back to work after Black Friday. All across America wallets are opened and credit cards are being removed. Current estimates say that 56% of workers with internet access, 70+ million people, will spend more time today shopping online than working.
CyberMonday was born.
Do you need something for your Kindle? Today sites like Amazon will offer deep discounts and see Cyber Monday traffic increases up to 26%.
So if you missed your new LCD or PLASMA deal on Friday you get a second chance today!
Looking for more Cyber Monday Deals? Don't forget to check out CyberMonday.com
Earlier this month, you might remember, I visited Amherst, MA, for homecoming weekend at Amherst College. During that weekend Dennis and I took a side trip to Hampshire College to visit the National Yiddish Book Center. How and why we came to make this side trip is a story for another day, but suffice it to say we were awe struck as we parked our car and strolled into this incredible center. We were welcomed into the center and invited to watch a short video on the history of the National Yiddish Book Center. The words of the narrator were both comforting and chilling: "Throughout their long history, Jews have turned to books as a 'portable homeland', the repository of collective memory and culture." What struck me about this statement is while it is true for Jews, I think it is also true for most people. That is, our books ground us as we move from place to place, from home to home. Looking back on my adult life, I have always treasured my books and I have never felt quite settled in a new home (whether it be a college dorm, a new apartment or a spacious house) until the books are gently set in a place of honor. It is not that I keep re-reading these books, but the fact that they are present in my home makes me feel settled.
My books are a conglomeration of novels, history, memoirs, poetry...many were gifts from friends and family or simply passed to me from my parents over the years. I have packed these books so many times over my adult life, at least 16 times, that each time it has become a ritual to hold the books, dust them and then quietly set them on a shelf..."just in case". They represent a part of my life's history. What I particularly love to do is read the personal inscriptions that many of them hold, written by people that have touched my life.
A few months ago I was riding in a car with Darin and Lisa McClure and Lisa reached into her purse and retrieved a new "gadget." I asked her about it and she cheerfully extolled the virtues of her Kindle, Amazon's wireless reading device. According to Amazon this is "a convenient, portable reading device with the ability to wirelessly download books, blogs, magazines, and newspapers." I could see that the device was all of those things, but what about the book? In other words, what about the essence of the book itself: Buying the book, reading the book, holding the book, referring back to the book, sharing the book, and giving it a place of honor on your book shelf? What about the "dust cover(s)"? Here is how this new "reading" works. First you buy the Kindle for about $360. Then there is the download purchase vs the traditional purchase. For example, in 2005 Doris Kearns Goodwin wrote Team of Rivals: The Political Genius of Abraham Lincoln. If you purchase the hardcover version of this book it will run about $35, the softcover version is about $21 and the Amazon Kindle version is $9.99. You can learn more about the Kindle by watching this YouTube video.
I invite you to visit on-line The National Yiddish Book Center. You can enjoy their video "A Bridge of Books: The Story of the National Yiddish Book Center." As you view this video, you might wonder about the meaning of the word "save".
According to Merriam-Webster's On-Line Dictionary, the intransitive verb "save" has the following meanings: "1 a: to deliver from sin b: to rescue or deliver from danger or harm c: to preserve or guard from injury, destruction, or loss d: to store (data) in a computer or on a storage device (as a floppy disk or CD)." Now ponder a Kindle vs the National Yiddish Book Center. A Kindle depicts definition "d", while projects like National Yiddish Book Center honors definitions "b" and "c".
Going back to the "portable homeland" and "just in case"...a few months ago my youngest son asked me if I had ever read The Prophet by Kahlil Gibran. Imagine my delight when I was able to walk to our bookshelves and retrieve my copy of this book. It had been a gift (1968 price for this hardbound book was $3.95) to me 40 years ago and still I could find it, touch it and present my copy of Gibran's masterpiece to my son to touch, read and enjoy. Simply amazing, dust cover included!
Recently I received an Amazon.com gift certificate as a gift. I am an avid reader and an avid kindle reader so I am sure that is what my in-laws had in mind.
I have come to rely on Amazon.com for far more than just books. This particular transaction was representative of how social media is molding the customers' experience for the better and I feel compelled to share the story.
Once people were quite wary of ordering online. Giving their credit card information over the internet to people unseen seemed scary and just not wise. Years later I make most of my purchases online. What is not to love? You can order exactly what you want. There is no trip to the mall. No walking up and down the shopping center corridor looking for that store directory while hoping for one more chance to find the exact brand and model so you can go home.
First it starts with how I select my purchases. I am a review reader and a very specific shopper. I generally know exactly what I want and why I want it. I don't necessarily come up with these answers myself, but I have trusted experts, think of them as "authority sites".
I wanted to get a few items for the kitchen. For cooking and kitchen equipment my two top sources are Alton Brown and America's Test Kitchen. Alton Brown, of Good Eats and Iron Chef America fame, has won me over again and again with his creative and campy show "Good Eats". His advice and elementary scientific explanation of why things work fascinates me and turns the once mundane chore of cooking dinner into a fun and creative thing to do at the end of the day. His show "Good Eats" is a family favorite in our house. I frequent his website for quick recipes and tips. Alton is welcome at our house any day. Here he is with some Thanksgiving tips.
America's Test Kitchen is my other authority. They judiciously test equipment and recipes. They recommend good solid equipment and explain why they favor one model over another. I have their family cookbook and it is where I get all my "Mom answers".
So with "my authorities" suggesting what makes and models are the best purchases I take a cursory look at Amazons' online reviews and as long as I don't see any glaring descrepancies in the reviews I make my purchase.
Amazon follows up and makes sure your purchases arrive on time and there is a link so you can track the delivery right to your door. Not everything is actually purchased directly from Amazon as they are the dealer for other merchants and resellers.
This time my entire order arrived within days, except for the pie dish. I had specifically chosen this pie dish for its deep well, perfect for a really deep apple crisp. It turned out that I was not the only one eying this lovely deep pie dish from the reseller unbeatablesale.com as it was sold out. My account was never charged. A few days later I was asked to review my experience. I couldn't give the transaction 5 stars as I didn't receive my purchase. I did comment that the item was sold out and while I was disappointed it would certainly not prevent me from shopping there again.
A store representative emailed me as a result of my less than 5 star rating and offered a gift certificate to use in their online store worth twice the amount of my initial attempted purchase.
They listened to my review. They care about the ratings. They care about the rating because the ratings from social media are going to affect their future sales. I am going to shop their because it is convenient and I am heard. If I am not satisfied they are going to remedy the situation.
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