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But what Best Burger didn't know was that the blogger it was planning to sue is also a legal researcher by profession. Luckily for both parties in the end, the restaurant decided to do the right thing by withdrawing legal action, and thinking constructively about how the menu could be improved.
However, many companies in the Middle East still fail to recognise the tremendous opportunities borne out of negative feedback, and how it can be used to improve the business and build stronger long-term customer relationships.
Between one and three bad online reviews would be enough to deter the majority (67%) of shoppers from purchasing a product or service, according to a Lightspeed Research study.
The study also finds that the majority of consumers used the internet for some kind of product research before making a purchase online or offline in the last six months. Just 13% of respondents didn't use the internet as part of the purchase process.
The research did use an online panel, so the results will be slightly skewed towards web users, but the report contains some interesting stats nonetheless...
Bar staff and subway buskers will routinely ‘seed’ their tips jars and guitar cases with some change so that passers by think that contributing is what is expected and are then compelled to do so themselves.
Can online marketers tap into this same psychology?
Kuwaiti blogger Mark Makhoul recently wrote a very critical review of Benihana on his blog. The restaurant's reaction? It sued the blogger...
The reaction of the restaurant to this criticism provides an excellent lesson in how not to respond to criticism online, and it has seriously backfired so far, with the story spreading all across the Middle East and further.
Despite spending more time online than the inhabitants of Tron, I never quite caught the Apple bug, and it seems I’m not entirely alone. Face it fanboys, some of us don’t want smooth touchscreens, we like our clunky buttons; we enjoy waiting aaaages for a single page to open.
Ok, so that’s rubbish, but the fact is that while it’s been overshadowed by iPhone and Android handsets recently, there’s still a lot of Blackberries out there and they’re a popular choice for business.
Sometimes though, you need more than just email, and while the range isn't as extensive as those offered by other fruitily monikered handsets there's still a solid range of useful (and not so useful) apps available for Blackberry.
Let's check out some of the best...
Get twenty different search marketers in a room and you’ll often get twenty different opinions on a subject; but there is a growing consensus that some tweaks were made to the Google Algorithim in the last few days of April to first few days of May.
This has become known as the Google May-Day Update.
In today's Start Me Up we hear from Karl Havard at pownum, a new startup that collects consumer ratings on organisations and brands.
If you run a B2C startup and want a Start Me Up profile then please throw your hat into the ring by emailing email@example.com.
Consumers are increasingly using the internet to investigate others’ experiences of products and services online before they decide to buy.
While it may be a complex process to involve yourself as a brand in a general community forum where your product may be discussed, review websites offer structured platforms on which to respond to the critiquing of your products.
The next version of the BBC iPlayer has been launched in beta today, with changes to the user experience, more personalisation, and integration with social networks.
The iPlayer is as popular as ever, enjoying its best month to date in April 2010, with 123m requests for TV and radio programmes. I've been taking a look at some of the new features.
Stuck is a new social networking app that asks users around the world to describe when, why and where they are stuck.
The fact that having user reviews can be an effective sales driver, providing valuable information for customers is well established, but how do retailers attract reviews onto their product pages?
I looked at ways etailers can attract reviews a few months ago. One of those ideas was to email customers after purchase and invite them to leave a review of the product(s) they had bought. A recent report from Snow Valley(pdf) takes a closer look at the issue...
As consumers gain more outlets for expressing their views online, brands are becoming less concerned with reaching out to professional writers to spread the word about their products. But while getting a positive review from a professional writer may have much of a sales impact, negative consumer reviews are becoming increasingly problematic.
According to Brand Reputation, 84% of the consumers they surveyed are more likely to look for online product reviews than they were just a year ago. And those who have had a negative experience are five times as likely to tell their friends. Brands can do a lot to monitor this shift and arrange their resources accordingly.