Customers can now leave feedback about your company, business or brand on line in various review sites like Yelp, Google Maps, Twitter, etc.. There are many social media monitoring tools that allow an organization to listen for this feedback but what should a business do when they have negative reviews?

The consumer has been given the freedom to provide feedback on any product or service they acquire though new types of review sites and new web and mobile techniques. For every action, there is a reaction and I recently came across a few articles describing how various organization are attempting to block the consumer’s right to share information. Openness, Communication and Accountability, the 3 elements of transparency, are better approaches.

Customer Testimonials or References are one of the key measurements of customer satisfaction and loyalty. Word of mouth marketing is probably the most effective means of marketing. A personal endorsement from someone will help close a sale. Social Proof is the theory behind customer testimonials Eleven techniques being used today for social proof are discussed in this article.

Ensuring an organization has References and Testimonials for its products and services is a well established customer satisfaction best practice. A new trend in the industry is accessing these on line and now through mobile phones. Pictures of actual reviews on mobile phones (smart and regular cell phones) are included in the article.

Social media added new complexities to customer satisfaction strategies and processes and Mobile adding another new dimension. Mobile phones are being used by consumers to choose local businesses with positive user reviews. A video of the iPhone Yelp app shows how.

Have you checked out Google Maps? It is a very convenient service to help you find directions to where ever you are going, including in many locations, a street view of the place you are planning to visit. But there are more features on Google Maps than just finding your way. Did you know customers can leave reviews of sites they visit on Google Maps?

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