Feedback Matters
Welcome to Feedback Matters by GuestInsight What’s this podcast all about? All things related to guest & customer experience feedback. Join us for discussions about feedback surveying in general- both from a historical perspective, as well as how it fits into today’s online review fueled purchase economy. We explore survey design best practices, as well as look at the always increasing number of ways to analyze the data that well designed surveys provide. And, we get into some more broad consumer behavior topics like customer and guest experience and loyalty, and, of course online reviews and their influence in consumer purchase decisions.
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Episodes
Monday Sep 27, 2021
Monday Sep 27, 2021
A quick look at the lighter side of online reviews; bad coffee, Schrute Farms from The Office, and the best restaurant in London...that didn't exist.
Schrute Farms https://www.tripadvisor.com/Hotel_Rehttps://www.tripadvisor.com/Hotel_Review-g52842-d730099-Reviews-Schrute_Farms-Honesdale_Pocono_Mountains_Region_Pennsylvania.html
The Shed https://www.vice.cohttps://www.vice.com/en/article/434gqw/i-made-my-shed-the-top-rated-restaurant-on-tripadvisor
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Wednesday Sep 08, 2021
Wednesday Sep 08, 2021
In this third episode about online reviews, we continue the discussion about the rating scales used by the big consumer review sites.
Thursday Aug 26, 2021
Thursday Aug 26, 2021
Continuing the discussion from the last episode (Feedback Matters Podcast 21-08-01), we dive into a deeper discussion about online reviews, including the positivity problem; because so many reviews skew to the positive, they don't accurately represent what's really going on with a business, product, or service.
Wednesday Aug 18, 2021
Wednesday Aug 18, 2021
(audio only) -video may be found here: https://youtu.be/OEAE8yUNvP4
A recent Twitter post by New Jersey News Channel 12 about a business owner who fires back at people leaving him negative online reviews got us talking about how the it's still the wild west out there in the world of online reviews- a topic we first addressed 15 years ago (https://www.databasesciences.com/blog/fake-reviews-are-in-the-news-again).