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#2039023 - 09/17/15 01:26 PM "bribing customers" to remove negative reviews
luvs2trvl Offline
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Joined: Apr 2013
Posts: 110
Texas
Comments please - does anyone else see an issue with our marketing department actually bribing customers with gift cards, $$ or other incentives to remove negative reviews they have placed about our company?

Just doesn't seem right.

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#2039036 - 09/17/15 02:00 PM Re: "bribing customers" to remove negative reviews luvs2trvl
ACBbank Offline
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ACBbank
Joined: Jul 2006
Posts: 4,344
New York City
What exactly do you mean by "negative news they have placed about our company?" Are you referring to Social Media?
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#2039042 - 09/17/15 02:16 PM Re: "bribing customers" to remove negative reviews luvs2trvl
luvs2trvl Offline
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Joined: Apr 2013
Posts: 110
Texas
Yes - negative reviews on Yelp or any type of social media. They are literally paying the customer to take them down.

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#2039056 - 09/17/15 02:39 PM Re: "bribing customers" to remove negative reviews luvs2trvl
Always In Training Offline
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Joined: Jul 2006
Posts: 1,115
Where the Green Grass Grows
Just seems to me that it would lead to the person saying, "Hey! I took this down, but they paid me to do so!" Which would lead to a whole 'nother flood of complaints which may or may not be accurate - and with the whole complaint management issue with our regulators -- I'd just review the initial bad review, see if it was accurate, see what my institution could do to make it right, change a procedure, etc. -- and document the whole process. If you make it right, the initial poster could revise their review or update it.

I know I've done that on app feedback on my phone (or Amazone). You rate your experience, give feedback, they fix it, and you revise your feedback.

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#2039068 - 09/17/15 02:56 PM Re: "bribing customers" to remove negative reviews luvs2trvl
rlcarey Online
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rlcarey
Joined: Jul 2001
Posts: 83,226
Galveston, TX
I would be asking to see the cost benefit analysis on that program if I was management.
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#2039112 - 09/17/15 04:45 PM Re: "bribing customers" to remove negative reviews luvs2trvl
luvs2trvl Offline
100 Club
Joined: Apr 2013
Posts: 110
Texas
I agree Always In Training. They initially asked about paying to have them write positive reviews......... which lead to me discovering that they were paying to have negative reviews taken down. Sr. Management is fully aware. So Frustrating!!

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#2039116 - 09/17/15 04:56 PM Re: "bribing customers" to remove negative reviews luvs2trvl
Kathleen O. Blanchard Offline

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Kathleen O. Blanchard
Joined: Dec 2000
Posts: 21,293
I think this could come back and bite the bank big time. It is very short sighted. This is the kind of thing that can end up in the local news.
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#2039153 - 09/17/15 06:31 PM Re: "bribing customers" to remove negative reviews luvs2trvl
JacF Offline

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Joined: Nov 2001
Posts: 6,719
PA
What happens if a group of customers realize that they can profit by writing and subsequently removing negative reviews?

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#2039158 - 09/17/15 06:43 PM Re: "bribing customers" to remove negative reviews luvs2trvl
Norman Paperman Offline
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Norman Paperman
Joined: Aug 2012
Posts: 1,700
48.934476, -114.343735

Doesn't seem legit to me.

Am I the only one that noticed that this post didn't exactly end up "anonymous"?
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Last edited by Norman Paperman; 09/17/15 06:44 PM.
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#2039163 - 09/17/15 06:49 PM Re: "bribing customers" to remove negative reviews luvs2trvl
John Burnett Offline
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John Burnett
Joined: Oct 2000
Posts: 40,086
Cape Cod
You have to be completely logged out of Threads to post anonymously. That usually requires that you force yourself out by expiring your cookies. Select "Cookies" from the "My Stuff" drop-down menu. Then, on the page that appears, click "Expire Cookies" near the bottom left of the page.

You'll have to log back in to post in any other forum.
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#2039361 - 09/18/15 03:59 PM Re: "bribing customers" to remove negative reviews luvs2trvl
HappyGilmore Offline
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Joined: Jun 2004
Posts: 19,844
Pulling people out of the ditc...
well, most sites that allow for reviews also allow the company that is reviewed to respond; I think your marketing department would do better by responding to each review, negative or positive. if positive, thank them for taking the time to highlight what a great job you do. if negative, apologize for their poor experience, explain that is not what your bank is about, and ask them to come back and talk to X so you can make it right for them.
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