Tag Archives: complaints

How Shoppers React to Bad Social Media Comments

What happens when consumers complain on social media? According to eMarketer: “Data from social media analytics and monitoring service Sprout Social revealed that many US internet users believe social media has given them more of a voice to expose unfair … Continue reading

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Abusive Behavior by Customers: The Downside of a Liberal Return Policy

We know that shoppers have high expectations with regard to company return policies. They want the returns to be easy and convenient, the terms of the returns to be liberal, and refunds/exchanges to be quick. Return policies often come up … Continue reading

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , , , , , , , , | Leave a comment

Learning from Customer Complaints

Watch this video clip from serial entrepreneur Gary Vaynerchuk about turning customer complaints into opportunities.    

Posted in Online Retailing, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 7: Communicating with the Customer, Video Clips (non-career) | Tagged , , , , , , , , , , , , , | Leave a comment

Car Renters Beware!

Car rental agencies generate a lot of profits from the supplemental  insurance coverage offered to customers. In some instances, this insurance is marketing aggressively — some would say too aggressively. According to a recent New York Times story by Tara … Continue reading

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer, Privacy and Identity Theft Issues | Tagged , , , , , , , , , , , , , | Leave a comment

Amazon Marketplace Merchants Complain of Competition with…Amazon?

Through its Amazon Marketplace, the retailer enables 3rd-party firms to offer items for sale at Amazon.com. Overall, merchants are satisfied with this. But sometimes, Amazon competes with these merchants and makes it tough for them to succeed. As Don Reisinger, … Continue reading

Posted in Online Retailing, Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional | Tagged , , , | Leave a comment

What Bugs Consumers the Most About Auto Repair Shops?

According to Consumer Reports National Research Center, these are the five biggest gripes that consumers have about auto repair companies. Do you agree? Have you fired your repair shop because of problems? High price Problem not fixed Time needed for repair Repeat … Continue reading

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Better Business Bureau Steps Up Online Effort as Consumers Turn to Review Sites Like Yelp

According to a story by Geoffrey Fowler and Angus Loten in the Wall Street Journal, lost in the buzz over Yelp, Angie’s List, and other online review sites “is the original feedback venue: the 100-year-old Better Business Bureau, which vets and … Continue reading

Posted in Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer, Social Media and Retailing | Tagged , , , , , , , | Leave a comment