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Thursday, November 11, 2010
If Customer Have the Right to Post Negative Reviews …
Returning
to the courtroom we learned this week that no only did Yelp win its case against the dentist who was attempting to sue them
over the content of an online review they hosted, but that they may even be able to recover their court costs.
The dentist, Wong said the statements
presented in the review had libeled her and caused her emotional distress. The judge ruled that the pan
was "part of a public discussion and dissemination of information on issues of public interest” and that under
California law “sites are not legally responsible for defamation by users”.
Assuming
that this sets a national precedence, it offers another reason why generating positive word of mouth is becoming ever more
important for brands. Since they likely will never be able to eliminate online or offline negative word
of mouth, they must learn to do what Customer Experience Partners refers to as identifying and arming those customers
who are their Best Potential Customer Advocates. It’s those advocates who based on their knowledge
of the subject area, and their sheer volume in numbers can neutralize the impact of a few negative reviews.
8:29 pm est
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