Just got the word that the business talkback feature is live:
Yelp CEO Jeremy Stoppelman posts about it.
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Update: I have a longer post at SEL.
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Just got the word that the business talkback feature is live:
Yelp CEO Jeremy Stoppelman posts about it.
____
Update: I have a longer post at SEL.
Screenwerk 
April 24, 2009 at 5:18 pm
They should have done this a long time ago, but I was impressed how quickly they added the feature after the “incident” last month.
April 24, 2009 at 7:06 pm
Indeed they have “come around.”
April 27, 2009 at 1:40 pm
We’ve had this feature up on our site since launch. Our customers think it’s great and use is as a feedback tool as well as to show appreciation for taking the time to write the review. Uninspired, people generally like to vent about bad experiences, but with a quick request from a company, they will write good things, which is far more valuable to the company.
There are also many sides to each story. In our industry (home improvement) the customer often doesn’t fully understand the product and the solution, so sometimes can feel like they didn’t get a deal or got ripped off. The explanation, visible to all, is helpful in explaining what went wrote.
We’ve also seen lots of cases of companies going back to ‘make it right’ after a bad review. The comments on both sides change and the customer ends up happy. This makes us happy too!
May 9, 2009 at 3:03 pm
[…] The injection of merchants into the conversation is quite interesting but something that Yelp was doing already and is now doing more directly. […]
May 10, 2009 at 4:43 pm
[…] powerful but something that Trulia, Zillow and Yelp were doing already and which Yelp is now doing more directly. There are other examples out there as […]