Industry News

Industry IQ: How One Company Leveraged a Negative Review into A New Product

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When Life Gives You Sour Lemons, Make (spiked) Lemonade.

When a bar in the UK received a negative review from one of their patrons, they decided to make light of the situation. A patron named Wayne S discussed his experience at The Old Butcher’s bar, with a particular focus on the owner who, he noted, “struts about in dungarees, and if he has the chance to check his reflection he damn well makes sure he does.”

Shortly thereafter, The Old Butcher unveiled a new cocktail on its Facebook page as an ode to Wayne’s humorous review: “Wayne’s inspiring words have won him a place on our menu; congratulations Wayne! We are therefore proud to introduce our new cocktail, for a limited time only, “The Ponce’s Dungarees’!” Fans commented on the post assuring the business they’d “pop in” to test out this new cocktail, and even don dungarees “in solidarity.”

For more practical tips on how to respond to negative reviews, check out this post.

AirBnB Stays Committed to its Review System in All Circumstances

A new initiative by AirBnb will now allow travelers that have booked a stay at one of their properties to leave reviews of homes they’ve visited, even if they decide to depart earlier than planned. Previously, AirBnb guests had to complete a stay before leaving a review, but its new system will allow real-time, authentic reviews, rather than being limited to post-trip feedback. If a stay was aborted early, customers would have to go through Customer Service.

AirBnB released the following statement about their new system: Open and honest reviews are core to making Airbnb a trusted travel platform for millions of hosts and guests in 191 countries around the world. We are committed to doing all we can to facilitate meaningful and authentic connections across our global community. Ensuring that all of our hosts and guests can leave a review, regardless of whether the reservation was completed in full or not, will continue to strengthen our mutual review system.”

Apple iPhone 6s plus with Airbnb application on the screen.

Chocolate Conglomerate Responds to the Retail Crisis By Thinking Omnichannel & Brick-and-Mortar Collaboration.

According to Business Insider, chocolate retailer Hershey is gearing up for the next phase of its identity in the world of sweets. Last week, on the company’s earnings call, Hershey’s CEO discussed the company’s future plans to connect its E-commerce efforts together with brick-and-mortar partnerships. Spoken like a true omnichannel evangelist, Hershey’s president Tom Tillerman told Business Insider, “We have been able to win in-store even as e-commerce has accelerated… I believe we are in a really good position to win in an omnichannel world.”

What exactly Hershey’s more focused omnichannel efforts will encompass remains to be seen, but we’ll keep our eye’s peeled in the coming months to see what initiatives the company takes to put the proof in the (chocolate) pudding.


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