Founders Forum: How Online Reviews Have Transformed Customer Service

Since the founding the Phalanx Media Group in 2011, there has been no greater focus placed on any other guiding principle than the belief that customer service for a business, especially a small business, can be the greatest driver of success or the greatest driver of its demise. We believe that creating a well thought out and implemented customer service experience must be an integral component of our clients' business models; Without it, their chances of success are significantly diminished.

A negative customer experience and subsequent online review can go viral in a heart beat and have a profound impact on existing and prospective customer impressions of the company. Case in point, from an Amazon vender perspective, a negative customer experience and review, can be the deciding factor for repeat and future customers to purchase your product(s). Zappos, the shoe e-tailer and Nordstroms, exemplifies great customer service. Their customer service models which includes a seamless return/exchange policy are industry standards and has served them well.

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