Episode #11

Is perfection possible? Should it be the goal? Hear why chasing only 5 star reviews can backfire.

TRANSCRIPT:

Paul: Welcome to the Feedback Hack, where we dissect the world of customer reviews and feedback to help businesses navigate the choppy waters of customer satisfaction. I’m Paul, your host.

Jason: And I’m Jason. Today, we’re diving into the myth of the perfect customer experience and why a 5-star rating isn’t always a good thing.

Paul: That’s right, Jason. It’s a bit of a paradox, isn’t it? We all strive for perfection, but when it comes to customer reviews, is it even possible to achieve that mythical 5-star rating without some hiccups along the way?

Jason: Absolutely. In fact, we’ll be exploring why chasing only 5-star reviews can actually backfire and what businesses can do to build a more authentic and credible reputation.

Paul: So, let’s get into the main discussion. Why do you think some businesses are so focused on getting only 5-star reviews?

Jason: Well, it’s all about perception, Paul. In today’s digital age, online reviews are often the first impression a potential customer has of a business. So, it’s understandable that businesses want to put their best foot forward and show that they’re perfect in the eyes of their customers.

Paul: But, as we’ll discuss, that pursuit of perfection can be problematic. So, let’s talk about why chasing only 5-star reviews can backfire.

Jason: Sure. For starters, it can create an unrealistic expectation for customers. No business is perfect, and when customers see only 5-star reviews, they may start to wonder if something is being hidden or if the reviews are fake. This can actually lead to a loss of trust.

Paul: And that’s not all. Chasing only 5-star reviews can also discourage honest, useful feedback. Customers may feel like they need to give a glowing review to be heard, rather than providing constructive criticism that can help the business improve.

Jason: Exactly. And that’s where the value of mixed reviews comes in. When a business has a mix of 4-star, 3-star, and even some lower reviews, it shows that they’re not afraid to embrace honest feedback and that they’re willing to listen and improve.

Paul: And that’s what we’ll be talking about next. The importance of encouraging honest, useful feedback over inflated praise.

Jason: Absolutely. Because, in the end, the best reputation is an authentic one, not a perfect one.

Paul: Before we wrap up, we’ve got a data drop for you. Did you know that according to recent studies, businesses with an average rating of 4.2 to 4.7 stars are perceived as more authentic and trustworthy than those with all 5-star reviews?

Jason: That’s right. It’s all about balance. Too much perfection can actually be a red flag for customers.

Paul: So, there you have it. The best reputation is an authentic one, not a perfect one. When businesses embrace honest feedback and strive for continuous improvement, they can build a more credible and trustworthy brand.

Jason: And that’s the Feedback Hack. Thanks for joining us today, and we’ll see you next time.

Paul: Take care, and remember: It’s not about being perfect, it’s about being authentic.

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #10

Stop horsing around with your reputation. Learn how to turn customer feedback into a powerful tool for success.

The Good, The Bad, and The Feedback Podcast

TRANSCRIPT:

Paul: Welcome to the Feedback Hack, where we explore the art of customer feedback and turn it into a powerful tool for growth and success. I’m your host, Paul, joined by my co-host, Jason.

Jason: Hey everyone, it’s great to be back for another episode. Today, we’re diving into the good, the bad, and the feedback, with a pun inspired by classic Western movies.

Paul: That’s right, Jason. We’ll be discussing the full spectrum of customer opinions and how to sort through the noise to find valuable insights. So, let’s ride into the world of customer feedback and see what treasures we can uncover!

Jason: First things first, Paul. Not all feedback is created equal, and not all needs a fix. It’s essential to distinguish between constructive feedback and noise or trolling.

Paul: Absolutely, Jason. When we receive feedback, we need to consider the source and the intent behind it. Constructive feedback can help us improve our products or services, while noise or trolling can waste our time and energy.

Jason: That’s a great point, Paul. And it’s crucial to respond with empathy, rather than defensiveness. When a customer shares their opinion, even if it’s negative, we should listen and try to understand their perspective.

Paul: Right. We should acknowledge their feelings and show that we’re listening and taking their feedback seriously. This can help de-escalate the situation and turn a negative experience into a positive one.

Jason: And that brings us to our next point, Paul. Building internal processes for review triage can help us manage the flood of customer opinions effectively. This includes assigning the right team members to handle specific types of feedback and setting clear guidelines for how to respond.

Paul: Absolutely. We don’t want to be overwhelmed by the sheer volume of feedback, and we don’t want to waste time and resources on responding to irrelevant or unfair reviews. By having a clear process in place, we can ensure that we’re focusing on the most important feedback and addressing it in a timely and effective manner.

Jason: Speaking of irrelevant or unfair reviews, we have a case study for you, Paul. We’ll be discussing a business that got flooded with these types of reviews and how they managed expectations and turned the situation around.

Paul: I’m excited to dive into that case study, Jason. It sounds like a fascinating example of how to handle a tough situation and come out on top.

Jason: So, what’s the takeaway for our listeners, Paul? How can they build resilience and response frameworks to handle customer feedback?

Paul: Well, Jason, the key is to not take every review personally. Instead, we should approach customer feedback with a growth mindset, focusing on the opportunity for improvement and learning from the experience.

Jason: I couldn’t agree more, Paul. By building resilience and response frameworks, we can turn every piece of customer feedback into a valuable lesson and a chance to grow and improve.

Paul: And that’s what the Feedba

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #9

How Reviews UP reputation management software comparison stacks up against Birdeye and Podium.

Script:

Olivia:
Hey everyone! Welcome to a special intern edition of the Feedback Hack — the podcast where we talk all things reputation, reviews, and how to grow your brand the smart way. I’m Olivia…

Lou:
…And I’m Lou! Today we’re diving into how Reviews Up stacks up against some of the big names out there — Birdeye and Podium.

Olivia:
Exactly. You’ve probably heard of all three if you’ve been exploring ways to boost your online reviews. So let’s get into it. First up — pricing.

Lou:
If you’re watching your budget — Reviews Up is where it’s at. They offer budget-friendly, transparent pricing, compared to Birdeye, which sits in that mid to high range, and Podium, which charges even higher pricing tiers.

Olivia:
Yeah, no hidden fees, no sticker shock. You just get what you pay for — and it’s clear from the start. Now, when it comes to platform focus, Reviews Up has a strong, laser focus on — what else? — reviews and reputation.

Lou:
Meanwhile, Birdeye and Podium are spreading their focus broader — beyond just reputation management. That can be good if you want a lot of extras, but it also means… reviews aren’t always their top priority.

Olivia:
Right. And if you’re looking for the best value? Reviews Up is again a standout — affordable and packed with all the tools you actually need. Birdeye is loaded with features too, but honestly? It can get pricey. And Podium — it’s great — but only if you’re willing to pay for it.

Lou:
Let’s talk about usability. Reviews Up has a clean, simple, intuitive interface — no learning curve. You hop in, you know what you’re doing. Birdeye? Tons of features, but it can feel overwhelming. And Podium — while polished — can get cluttered with too many options.

Olivia:
Now, reviews are the heart of it all, right? Reviews Up gives you both public, and private review management for both customers and employees — which is huge for getting real feedback you can act on. Birdeye offers private but no employee, but Podium? Only public reviews.

Lou:
You also can’t ignore the mascot battle. Reviews Up has UPZY — that friendly green troll who actually helps guide you around. Birdeye’s mascot is… fun but not really part of the experience. Podium? Eh, just a generic bot.

Olivia:
(Laughs) UPZY wins, hands down. And speaking of real people — Reviews Up uses real human support, not just AI. Birdeye mixes AI and human channels, and Podium’s omnichannel approach can feel quick but less personal.

Lou:
Last but not least — support quality. Reviews Up is highly rated for personal support. Birdeye’s support quality actually depends on what plan you buy, and Podium? Fast, but not super personalized.

Olivia:
So to wrap it up — if you want a budget-friendly, easy-to-use, review-focused experience platform with real human support — Reviews Up really stands out against the competition.

Lou:
Couldn’t have said it better. Thanks for hanging out with us today! If you’re ready to level up yo

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.