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Everyone's a Critic: Winning Customers in a Review-Driven World Hardcover – October 16, 2014
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“Worth a read—and a reread.”
"This well-researched and very timely book should be of interest to consumers, students of business, business owners, and all others affected by such evaluations. Highly recommended."
“Terrific! Amazing! Fantastic! Reviews are everywhere and their commercial importance is growing. Bill Tancer masterfully unveils what’s behind the ‘critic economy’ so businesses can benefit—and not be bludgeoned—by ubiquitous reviews. Bravo!”
—Kenneth Cukier, coauthor of Big Data
“With Everyone’s a Critic, Bill Tancer has hit the business book superfecta by writing one that is important, timely, useful, and fun to read. Whether you are a business owner, a marketer, or just an ordinary consumer like me, you will love his exploration of the online reviewing phenomenon that has transformed the competitive landscape—and that businesses ignore at their peril.”
—Bo Burlingham, author of Small Giants
“A great guidebook to the most influential and most misunderstood online marketing channel.”
—Martin Lindstrom, author of Buyology and Brandwashed
"If you’re in business, it’s indisputable that reviews matter—a lot. Read this book NOW to understand how to tackle reviews—the good, the bad, and the ugly. Then leave your own review!”
—Dave Kerpen, author of Likeable Social Media
“The old adage of ‘The customer is always right’ is now ‘The customer is always reviewing’—and business owners better be prepared. Fortunately, Bill Tancer has created an essential guide to the new world of online reviews. From dealing with bad reviews, even to the point of embracing them, to natural steps to ensure good reviews flow, this is a five-star must-read.”
—Danny Sullivan, founding editor, Marketing Land
About the Author
Top Customer Reviews
Richard J. Noyes, former associate director, Center for Advanced Engineering Study, Massachusetts of Technology
Now, I'll separate my review of the book about reviews (hehe) into two: for the business owners and for the casual readers.
For the business owners: this book is a MUST! You can read through it in a few hours, and it details exactly why you should be paying attention to reviews, what psychology comes into play here, how feelings might be different than what you should do. And in some chapters, actual cookbooks of what you SHOULD do to make reviews work for you. Look at the TOC, chapters why "Why reviews, even bad ones, are good for you" and the "Dealing with reviews" chapters should prove invaluable. It also sheds light on who reviews and why - very important since you can't ignore the powerful influence reviews have on spending decisions.
Now I'm not a business owner, but online reviews do interest me. Despite being fairly familiar with the topic, this book has enlightened me in an engaging way about the psychology, motivation, and affects of reviews. As a user I especially enjoyed the first two chapters (LOVED the opening intro! Kudos on creativity) and the last one about the future of online reviews. The business-specific chapters actually added to my future consideration when I review a business - what do I want to convey to them as well as to other consumers?
I also agree with Irene, the section about future of reviews left me thinking and wanting more - so if there's a sequel, please pre-order one for me :)
The Author has written a well-researched and annotated book that can be of great benefit to any business interested in better understanding the effect that online reviews can have on their business.
It is extremely helpful for a business to understand that a negative review may not impact them adversely at all and may actually be turned around to provide a great boost in elevating the awareness of the business. Several great examples are cited in the book of how some businesses have thrived on their "bad" reviews.
Some excellent advice is given on whether a business should respond to reviews, whether they be positive or negative. These tips are essential if a business want's to avoid appearing confrontational if responding to negative reviews or overly effusive to a positive review.
The question of whether a business should solicit their customers to write a review is also addressed.
The book contains a wealth of anecdotes, personal observations by the author and interviews with a variety of reviewers ( including me) and business owners. There is even information that suggests how you can help determine whether a review is fake or not.
It's a great read that provides well-rounded converage of online reviewing and will benefit business as well as people who write reviews.
Most Recent Customer Reviews
Bill Tancer acknowledges that there are some shenanigans among online reviewers, but he focuses on using customer reviews to drive revenue and to provide competitive... Read morePublished 17 days ago by Andrew Everett
I work for a luxury resort and am one of two managers who handle our social media reviews. I found the book to be useful, direct, and a good resource for anyone dealing with the... Read morePublished 1 month ago by N. J. Steere
This is an outstanding representation of how small businesses are dealing with technology in the real world. Read morePublished 7 months ago by Nick Landers
I really enjoyed Bill Tancer’s book, it kept me captivated, especially the case studies of real-world examples. Read morePublished 14 months ago by Irene Yam
"At the heart of every online review success story I've studied is a true passion on the part of business owners and their employees. Read morePublished 15 months ago by Rebecca of Amazon
This is one of the hardest reviews I've ever written, and that's because Everyone's a Critic is such a thorough book about reviews in our contemporary, online world of... Read morePublished 15 months ago by Spencer in Seattle
Great book. Useful for anyone who has a product or service that may be reviewed online ( practically anyone with a business in today's economy). Read morePublished 15 months ago by Joe Smith