The art of responding : a small business' sweet journey with online customer reviews / Stephanie Thum.

Format:

Book

Author/Creator:

Thum, Stephanie, author.

Series:

SAGE business cases.

SAGE business cases

Language:

English

Subjects (All):

Consumers--Attitudes--Case studies.

Consumers.

Online reputation management--Case studies.

Online reputation management.

Physical Description:

1 online resource.

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2024.

Summary:

This case offers a glimpse into the world of monitoring and managing online customer reviews, where both customer praise and criticism hold the potential to shape business futures. Ola is the owner of Sweet Delights Bakery, a thriving small business specializing in handmade cakes and pastries. For a decade, Ola has diligently monitored and managed online reviews for her business, recognizing the role that customer reviews play in winning business and competing with larger competitors in the digital age. Recently, though, Sweet Delights' once-unblemished collection of four- and five-star customer reviews has given way to mixed comments online, challenging Ola to reconsider her approach to handling online reviews. Students will be prompted to consider the ethical, strategic, and operational dimensions of managing customer feedback from online reviews. By the end of the case, students will be equipped to navigate the world of online reviews and their enormous power in shaping customer choices.

Notes:

Description based on XML content.

ISBN:

1-0719-4616-1

9781071946169

OCLC:

1417357469