Harness Technology and Nip Negative Reviews Before They Happen | Modern Restaurant Management | The Business of Eating & Restaurant Management News

Customers can be stopped in their tracks by negative reviews, keeping your business from growing the way it should. By strategizing to avoid these harmful negative reviews, you can see direct growth and improvements in guest relations. Negative reviews are a detriment to restaurants since they impact not just reputation, but revenue as well. 86 percent of customers hesitate to purchase from companies with negative reviews. A single negative review can drive away 22 percent of customers and three negative reviews can drive away 59 percent of customers.

Before the digital age, if customers were unhappy with their experience, they would simply share their unpleasant experience via word of mouth. Now, with review platforms such as Google, Yelp and Facebook, to name a few, unhappy customers can share their discontent causing further damage to a business. Since 79 percent of customers put as much weight in online reviews as they would recommendations from family and friends…

Stephen Gould

Stephen Gould is an entrepreneur with a successful history providing guest-engagement software solutions for the hospitality industry and he is the founder and CEO of NConnections. In 2014, Gould returned to his software development roots to build and launched the CogoBuzz and MyConcierge initiatives. Gould ’s vision of a fully integrated solution of everyday communications technologies to include WiFi, text, email, digital displays, CRM and social media using an Open Architecture, enables his customers to employ a highly customizable and personal engagement platform around the guest’s individual behaviors. And, with the innovative use of an Open Architecture, CogoBuzz can integrate with any existing modern application the customer may have already put into use.

Sorry, You've Reached Your Article Limit.

Stephen Gould