Many online businesses view forums as a means of marketing goodwill to their customers, and it can do just that. However, forums are equipped with two sides, standard.
If you make a forum available to site visitors you have accepted one side of the coin. You can, in fact, utilize that forum as a means of marketing trust with your customers. Feedback is an important component of a forum and this mechanism allows for the free flow of thought and allows every individual a voice.
This has always been rare in customer relations. Typically it is only the glowing testimonials that are shared with site visitors while any negative feedback is generally inaccessible. Forums allow both, but you may find that others who will champion your product or service may refute a disgruntled comment by one individual.
But negative comments in a forum also allow you to be very public about how you handle customer complaints. This scenario provides the opportunity to turn a potential negative into a highly visible positive experience for consumer and business alike.
The other side to the forum coin is trust marketing on a personal basis. What I mean by that is you may do...
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