Week 13-15

1) The links will take you the Yelp website pages of various businesses and consumer reviews. The reason I picked Yelp is because most businesses listed on this site are local small businesses. So good way to comprehend the strategies.
2) Pick the top 4-5 reviews, read them. Also, if you click on the reviewers' names, you will be led to their personal profile pages.
3) Now, read the reviews, take note of the profile pages, and reflect on the following questions:
a) who are these people? Where do they belong (go beyond their city of residence; we know that already)? These people are from their local areas of where the business is located.
b) What is their main complaint(s)? Complaining about how expensive the nails salon is and how it doesn’t take longer than 20 minutes to wax someone’s eyebrows or even get a pedicure for 30- 40 minutes.
c) What do you think motivated them write such an extensive review? (especially considering the fact that you and me typically don't do the same even when we are thoroughly satisfied or dissatisfied with the products that we consume. These people wrote such a big review because their mad and angry like I would be if I were them. I don’t want to sit and wait all day to get something done that should only take the minimum. I know businesses get busy at times, but lots of nail places have about 40 people working at the same time.
d) What are the most apparent and some hidden motivations? These people are complaining for the safety and time consuming of others. Obviously this nail salon isn’t very careful of what they are “good” at.
4) If you are a smart marketer (which you are!) (lets say the owners of the businesses listed on the respective pages), how do you deal with this information? What are your courses of action? More importantly, how do you engage with these potential 'influencers' so that you develop a steady stream of a positive feedback/WOM loop that will stay online and attract other consumers? If this was my business, and I had customers complaining about what’s going on in my business, I would call or contact these people and ask them how to better my business, or even read what their complaining about and start with that and fix that so that the customers see improvement. I would also ask them to reconsider coming back to the business and giving them a more relaxing time then the previous.