Can Angry Customers Boost Your Google Rank?
Maybe, The New York Times recently reported a story about an online glasses and contact lens merchant who purportedly garnered top search engine rankings because of negative reviews left by dissatisfied customers around the web. The online retailer bragged to his customers: "I just wanted to let you guys know that the more replies you people post, the more business and the more hits and sales I get. My goal is NEGATIVE advertisement."
His operation worked like this: somebody would order glasses or contact lenses from his site, he would then place an order for cheaper versions of glasses or contact lenses and have the package forwarded to the customer's shipping address. But when people complained about receiving suspiciously cheap eyewear, the owner and his henchmen fought back with alarming intimidation and threats.
Shopping Cart Abandonment
A May 2010 report by Forrester Research offers some interesting insights about online shopping behaviour, and particularly, why so many people abandon their online shopping carts before making a purchase.
The report entitled Understanding Shopping Cart Abandonment found that nearly 88% of web buyers have abandoned shopping carts at some point. If online retailers can convert only a small percentage of these lost sales, the effect on their bottom line could prove significant.
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