...talking about yelp and an even that questioned the ethics of the company. Yelp is an American multinational corporation headquartered in San Francisco, California. It develops, hosts and markets Yelp.com and the Yelp mobile app, which publish crowd source reviews about local businesses.” While watching the video attached to the article I see that people use yelp for everything to finding a restaurant to eat but also to find places to shop in my opinion it seems pretty interesting to use. In this article yelp has basically threated companies to pay them in order to get reviews to bring customers but if business would refuse then a business would get a lot of bad reviews and lose customers and mess their business up and business are saying that the situations is like blackmailing them out of money. They have filtered reviews which means that they personally edit reviews which give them opportunity to blackmail the business pay them in order to keep the customers coming when they don’t have to. Some evidence I found about communication to the public would be when yelp decided to use the filtered reviews that gets to the public because of the fact that people use yelp to find places to eat and shop and when a place has a bad review then people don’t shop there because it’s on a website that people would believe is reliable. It was very effective for some restaurants because some refused to pay because of the fact because yelp is free and it’s a crowd source review restaurant which...
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...September 14, 2014 Clark, Patrick. (2014, August 06). How Now to Handle a Bad Yelp Review. BusinessWeek. Retrieved September 14,2014 from http://www.businessweek.com/articles/2014-08-06/what-to-do-about-a-bad-yelp-review Article summary When you are an owner or manager of a company your ethics and values are a huge role in how you represent your title and your company. That is one of the jobs you take when accepting a position as a manager or owner. What you say or do could affect your company in a positive or negative way. To be a good manager you always take the route that will satisfy your customers. When, Chris Wagoner, owner of the Union Street Guest House in Hudson, New York wrote a clause in his guest book for his customers he did not get positive feedback from individuals. The clause in the guest book stated that if any guest wrote a bad review on Yelp the hotel could charge you $500. Once this news got out on other websites many individuals got offended even individuals who had never stayed at this hotel. When word got out to Wagner about the rage individuals had towards his clause he issued a comment to say the policy was a joke however this comment did not satisfy the customers they were still offended. To ensure this does not happen again Yelps website now deletes comments that do not follow their guidelines. Clark states that about 3,000 reviews for the United Street Guest House have been erased. Relevance to the Material This article is relevant to chapter...
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...consumers. * You can access reviews and can rely on it if going to a new destination. Reasons explained for writing online reviews: * To help consumers make good decisions and share experiences. * To reward the company for good service and help them make an improvement if needed. Hotel owners and property managers generated significant traffic through TripAdvisor. * Word of mouth is primary factor behind 20-50% of all purchasing decisions. * Owners & managers looked at it as an opportunity to interact & engage with consumers. * They tried to manage the location where reviews appeared and quality & quantity of reviews generated. 2. How does TA monetize its UGC? How does it differ from other UGC sites such as Yelp? Click-able Ads | Business Listing Service | Display Advertising | * 77% revenue,Text-basedAds* Users able to click other websites and check rates. * Hotels & online agencies pay per click* $.25 to $1.00 | * Premium offer.* Allowed to put in contact information* Advertise special offers.* $500 to $10,000 | * 12% of revenue.* sold by cost per thousand impressions.* $15 on average. | It differs from other UCG sites such as Yelp based on below points: * No subscription fees. * Not able to book the room directly. * Does not filter out bad reviews. 3. Why has TA been so successful in hotel reviews? Why is it not known for restaurants even though it has user reviews on over half-a-million restaurants...
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...COMPANY DESCRIPTION & EXEC. SUMMARY OF SOCIAL BUSINESS CASE For this assignment we had the fortune of getting to know a bit about the business workings of Brands Cycle and Fitness http://brandscycle.com/. They are a family owned business in existence since 1954 and are located on Long Island, in Wantagh, NY. Brands is very well respected within their industry, and are consistently voted one of the top 10 bike stores in the country by Bicycling Magazine. They have a staff of 90 to 110 employees which scales seasonally to accommodate their peak selling and servicing season in Spring and Summer. We spent an evening with Dan Sirota who is the 3rd generation co-owner of Brands. His father, Gary Sirota, is still an active owner of the business. We were given a behind the scenes tour of the operation and shown the local inventory management process. We learned that the business has evolved from originally selling luggage, then just bicycles, and then bicycles plus fitness equipment with more recent additions of skateboards, fitness apparel, and bicycle shoes. They currently sell about 7,000 – 8,000 bikes per year. The majority of the volume sold is at the $400 – $700 price point, and their maximum bike price is approximately $3,000. Prior to 2010 they were only selling offline and their volume was approximately 10,000 bikes per year at a lower average price point. Their consumers are comprised of locals in the tri-state area as well as national and global customers online. 2012...
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...nearest business or service. In addition, the combination of mobile apps and location-based services allows marketers to reach out to their customers to send them more targeted content. Not only do location-based services help the consumer, but they also help advertise the company through social media networks. Stating location is no longer just a form of showing the public what you have seen and where you have been. It is like a free advertisement or commercial for people that view that picture (instagram) or status (Facebook). It has created an extra column in the marketing aspect of the business both for future consumers as well as systems that try to adapt to the users preferences. Applications such as Foursquare, Wikitude, and Yelp are widely used by many people, but the Geographical Information Systems (GIS) community is still in search for the "killer app" that will become so widely used in society that GIS will be available everywhere at all times and thus become part of the mainstream IT. There are so many applications that to find the IT app, it must be able to configure most of our wants and necessities. Finding cheap gas while giving comments on that restaurant to celebrate one's birthday party seems a bit far fetched, but as we have seen anything is possible in this new social media ran...
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...eager-to-bloom crocus flowers often seen at this time of year. But more recently a late winter freeze has buzz sawed through one flowery bulb after another, as hundreds of daily deals upstarts have fallen by the wayside because they couldn’t develop in the harshly competitive climate. Could a big one—LivingSocial—actually be the next to wither away? Sources familiar with the company say they wouldn’t be surprised if the industry’s No. 2 player, trailing only Groupon, was sold to a larger company or liquidated piece by piece by spring 2014. They say LivingSocial has lacked the speed to adjust to a space that’s increasingly becoming more complex. Even worse for this nascent field, the marketplace has gotten a lot more crowded. Dozens of outfits from Yelp to marketing giants such as American Express and Bank of America—to even companies that enable retailers to set up their own offers—now provide innovative ways to link customers with local merchants. Forrester Research analyst Sucharita Mulpuru-Kodali says neither LivingSocial nor Groupon are too big to fail—even if the latter still has cash reserves in the billions from its 2011 initial public offering. “The daily deals space is saturated,” she says, “and it never provided tremendous value to merchants. And that was the fundamental flaw in the business model. They’ve survived over the last few years even when these truths were obvious because they’ve reduced the margins they ask of merchants, they extend the length of offers and they make...
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...your customers come? How would people learn about your products? How would customers contact your business to place an order or make a purchase? How would they find out the status of their order? Who would deal with customer complaints and defective parts? There are many more areas than this that are handled by these two departments. It’s is nearly impossible for one to exist without the other, as you gain your customers through marketing, and you service them through customer service. If you have poor marketing, then you will not have any customers to service. If you have bad customer service, then you will lose customers, and your company will gain a bad reputation. There are many places these days where people can gripe and post complaints regarding businesses that they have had bad experiences with, one of which is yelp. These days people turn to the internet for all of their needs, so reviews of a particular product are company are going to be sought out and believed, and customers often trust these opinions (I know I do) more than they believe the marketing messages of the company. This is another reason why customer service is so important. Not only do customers want great products that they feel were a great value, the want great customer service. One of the many reasons I shop at Kohl’s is because of their customer service and return policies. If you are not satisfied with a purchase for ANY REASON, they will take it back. I tend to not shop at stores that...
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...Chapter 1 4. Why does word – of – mouth “advertising” work so effectively? Word – of – mouth advertising works of effectively because it is the simplest way to advertise. When people receive either excellent service or a good deal on a product they will talk about to everyone they know. Companies know this really well and want to ensure that is what is delivered to each customer weather it is a new customer or someone that has been a customer for a long time. Every company wants positive word – of – mouth advertising because it is free to them. The other way that word – of – mouth advertising is being updated now is with the use of social media by everyone. Besides regular social media sites you also have review sites that people post both good and bad reviews on (ex. YELP). 7. What do we mean by an “engaged” customer, and how does this relate to customer loyalty? An “engaged” customer is someone who feels that they have an emotional tie to the company that they are doing business with. Most companies will use loyalty programs to in a way entice customers to keep returning. When extremely satisfied customers have been asked if they felt an emotional tie and many said no. If a company wants to truly rise the level of customer loyalty they have to increase the emotional tie in that each customer fills and at the end of the day if there is no tie in with the emotions then you can be the top rated company in customer satisfaction and it will be as valuable to you as old unsold...
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...business district, getting higher tips should not be very hard if the food and customer service is top notch. Like all business professionals, time is of the essence and one of the most important factors that will stand out for Jose’s in terms of quality would be the speed at which the food is served. Excellent food and a friendly wait staff can only enhance the quality and reputation of the restaurant further. 2. What are the restaurants costs of process failures? The restaurants costs of process failures include bad reviews and loss of repeat customers. In a business district just outside a large metropolitan area, like where Jose’s is located, word of mouth spreads fast and if there are frequent grumblings around the quality of food and customer service, then it will ultimately lead to a decline in the bottom line of the restaurant. With the advent in technology, with apps like Yelp, Facebook and other social media apps, negative experiences and reviews are spread much faster than positive ones. The costs of process failure at a place like Jose’s could prove to be fatal, if correctional steps are not taken immediately. 3. Use some of the tools for process analysis to assess the situation at Jose’s. Based on the negative responses, a pareto chart was created: Negative Response | Frequency | Cumalative Frequency | Percentage | Were you served in a reasonable time? | 25 | 25 | 33.33% | Was your dining experience worth the cost? | 16 | 41 | 54.67% | Were you...
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...Protecting Company Reputation, Image, and Identity Protecting Company Reputation, Image, and Identity Prepared for Dr. Robert B. Rogow College of Business and Technology Eastern Kentucky University Prepared by Kaitlyn Miles June 20, 2013 EXECUTIVE SUMMARY Students at Eastern Kentucky University students would benefit from learning how to start, maintain, and improve a company’s reputation, image, and identity. Based on findings from interviews with executives and our secondary research, a good image and reputation keeps a company in business longer. This study was authorized by Dr. Faridah Awang. The conclusion that students would benefit from a course on creating, maintaining, and improving corporate reputation is based off of primary and secondary research. They primary research was collected through interviews with 6 business executives that answered a series of questions. Analysis of the data revealed: Reputation and Company Image: Social media is an incredible tool when it comes to maintaining reputation. It allows companies to easily promote themselves and get feedback from their customers. Employees are also a key element in contributing to company image. Employees and Company Image Training and previous experience allows employers to maintain a little bit of control over what type of employees they hire. Employees receive extensive and continuous training to make them the best employees they can be. Methods Used to Stand Out Against the...
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...publishing and consuming information on the web have been radically transformed in the recent times. Today, there are so many websites to offer anyone to create their own blogs to write and publish without needing an effort of writing and getting accepted by anyone. We have other websites which offer anyone to upload video, audio such as “You tube” to get the information to the world in no time. The power of communication has increased rapidly with the advancement of these sites using web technology. The content sharing websites like Facebook, Twitter, YouTube and Yelp are commonly referred as “Web 2.0”, where the communication of using these sites have increased and people have extensive knowledge of important information very fast and also communicate to these website user community in no time. We can very well get information of any new products into the market, new movies information (reviews about good or bad), we can also very well get recommendations, we can also ask in the websites for people to recommend a product and its pros and cons of getting it. Due to these in-depth changes in the web usage by people and the power the consumers have in determining any product or service, the companies are making every effort to get connected with the community by creating customer facing websites. On top of having just the online selling or servicing of products and service the companies are constantly allowing more and more...
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...most effective ways to get noticed. It’s not just about having specific keywords on your website or having a phone number – you need targeted, local content that will drive local searches to your cuisine first. 5. Have a Great Food Blog Restaurants ultimately need to establish value in some way for people to engage with them. One of the easiest ways to enhance the value you provide is through a useful food blog that can help people to cook at home, give them access to recipes, or just have a fun method of engagement. The more value you provide here, the better your overall SEO efforts will be, and you’ll open up other opportunities here as well. 6. Get To Guest Blogging Having unbiased reviews of...
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...Passion * Evoking design’ desire to design & self-expression * Openness & Visibility * Freedom to share * No entry barrier: could be anyone who likes to design * The Sense of Ownership * The community’s opinions taken into consideration in decision making (in a short time) * Challenges & Fun * Website’ fast turnover keeps high novelty * Opportunity - To become an employee 3) What is the operational role of technology and its impact in supporting Theadless’s business model? (Consider the flow of information and product from initial idea to final sale and who is involved.) In the flow of information & product A. Crowdsourcing (Webs & Blogs) * Role: in Design Submission Review * Impact: * Support data collection (design submission) * Enable innovation and product...
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...Consumer narratives can be found and obtained from social media, online sources and traditional news. Some examples of on line sources are Amazon, Yelp and blogs. Surveys are another mean of collecting consumer consumption information, by asking customers to elaborate on their personal experience with a product. These consumer narratives collect data provided by a consumer and most channels of collecting data provide personal unsolicited opinions. By writing a narrative a consumer is expressing the phenomenal activity of consuming a product. The consumer relates all of the products characteristics to some sort of meaning that affect their life (Holt, 1995). Research believes that pre-defined information of a product has significant affect on the view of the product further affecting the purchasing decisions of a consumer (Gräbner, Zanker, Fliedl, Fuchs, 2012). Managers can walk away with key information on their product and services. They can create a relationship and connection with the consumer by communicating through advertising and providing services which provide positive relations with the costumer. Real emotions and experiences are offered by a consumer based on the emotions triggered by the consumption of a particular product or service (Grayson, 1997). Consumer narratives tend to bias certain marketing experiences. The logical perspective of the product, advertising or service received affects the emotional outcome of the consumer (Holt, 2012). Management can...
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...the social media marketing book Beijing · Cambridge · Farnham · Köln · Sebastopol · Taipei · Tokyo Dan Zarrella The Social Media Marketing Book by Dan Zarrella Copyright © 2010 Dan Zarrella. Printed in Canada. Published by O’Reilly Media, Inc., 1005 Gravenstein Highway North, Sebastopol, CA 95472. O’Reilly books may be purchased for educational, business, or sales promotional use. Online editions are also available for most titles (http://my.safaribooksonline.com). For more information, contact our corporate/institutional sales department: (800) 998-9938 or corporate@oreilly.com. Editor: Laurel R. T. Ruma Production Editor: Rachel Monaghan Copyeditor: Audrey Doyle Proofreader: Sumita Mukherji Indexer: Julie Hawks Interior Designer: Ron Bilodeau Cover Designer: Monica Kamsvaag Illustrator: Robert Romano Printing History: November 2009: First Edition. While every precaution has been taken in the preparation of this book, the publisher and author assume no responsibility for errors or omissions, or for damages resulting from the use of the information contained herein. This book presents general information about technology and services that are constantly changing, and therefore it may contain errors and/or information that, while accurate when it was written, is no longer accurate by the time you read it. Some of the activities discussed in this book, such as advertising, fund raising, and corporate communications, may be subject to legal restrictions...
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