Poor feedback: what would you do?

This is why social media is such an effective tool for generating feedback for your brand. If you don't pay attention to the conversations going on about your brand, things will start to snowball pretty fast.

Someone in my network asked about a problem they were having with yelp.com. Good or bad, someone responds to the question.

facebook cutout


One big family


If the brand has been taking care of its community, fans will sing praises about the brand. If yelp is not a part of that network, super fans will step in and help. On the other hand, if le brand messed up, people will not be shy telling their network about their sad experience.

I found this on my network and decided to blog about it earlier today and decided to write about it. Since I have the commentluv plugin installed on this blog, someone, somewhere, somehow has bookmarked my blog for commenting.

If one of those commenters also had a negative experience with yelp, they too will comment on this blog about their sad plight. What's worse, they might also write a blog about their first-hand experience with yelp.

Cause and effect


Now this is where the "Streissand Effect" kicks in.

Suppose Yelp.com has their radars on and found this site. They have several options--
  • Do nothing
  • Make things right, or...
  • Get their lawyers to "request" that I take this off from the internet

If Yelp chooses plan C, I have no recourse but complain to my social network (facebook, better yet: reddit), and/or write about it in this blog. Someone then picks it up, adds to it, shares. Rinse, then repeat.

What do you think is the best way for yelp.com to handle this situation?