Small business redemption with customers

There is an old marketplace proverb that goes: a happy customer will tell a friend, but an unhappy customer will tell ten friends. Well, that was a nice trip down memory lane, wasn’t it?

Today we have this thing called the Internet and all of its attendant vectors and applications, and in Internet terms, here’s the same proverb with a 21st century update: a happy customers will tell a friend, but an unhappy customer will tell the world by posting his indignation online.

So, how can you prevent such exposure to your small business in the first place? And how do you simultaneously redeem a relationship when your organization inevitably falls short of a customer’s expectation?

I interviewed Neil Creighton, with RatePoint, about the answer to these questions. We discussed how to use the power of the Internet with certain applications that can help you protect and leverage your business’ reputation. Click here to listen to what Neil had to say about this and, if you want, please offer your thoughts in the comments section.

One Response to “Small business redemption with customers”

  1. 1
    Neal Creighton Says:

    A businesses’ reputation today is more complicated than in the past with the addition of people powered ratings via the Internet. Many businesses have realized the importance of tracking and monitoring the Internet, where anyone can be a critic or an expert. To help combat these complications, small businesses have tools available to them, including those offered by RatePoint ( ) to be proactive and keep negative reviews offline. Small business owners can survey customers, provide feedback mechanisms through email newsletters and links; and even offer dispute resolution protocols to illustrate to customers that they are serious about both their clients’ and prospects’ feedback and opinions.

    Proactively maintaining a reputation is a lot easier to keep stellar than to polish when tarnished. And as they say, your reputation is everything. We want to hear what small business owners plan to do this year to keep customers engaged and writing positive reviews. Tell us what you think –

    Neil Creighton
    CEO, RatePoint

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