????《財(cái)富》：公共點(diǎn)評(píng)網(wǎng)站旨在使企業(yè)負(fù)責(zé)人對(duì)消費(fèi)者的反饋負(fù)起責(zé)任，但是你的應(yīng)用主打的是私下交流。這樣一來(lái)，怎樣才能讓企業(yè)負(fù)責(zé)人負(fù)起責(zé)任，或者說(shuō)那只能算是一個(gè)目標(biāo)？

????它可以通過(guò)幾種方式使企業(yè)負(fù)責(zé)人負(fù)起責(zé)任。首先，如果你不通過(guò)私下渠道做出回應(yīng)，就很難擺脫消費(fèi)者在失望之下訴諸公開(kāi)渠道的風(fēng)險(xiǎn)。所以私下渠道不會(huì)取代Yelp等網(wǎng)站，它只是給了企業(yè)一個(gè)公平的回應(yīng)機(jī)會(huì)。如果他們不把握住這個(gè)機(jī)會(huì)，消費(fèi)者可以采取任何他們想采取的行動(dòng)。

????我們正在做的另外一件事，也是我們?nèi)匀惶幱谠囼?yàn)階段的一件事。不過(guò)在我們這方面，我們可以衡量商家是否在對(duì)消費(fèi)者做出回應(yīng)，以及商家對(duì)消費(fèi)者回應(yīng)的速度。所以我們可以衡量它，同時(shí)把這一點(diǎn)反饋給商店的負(fù)責(zé)人。“你看，你現(xiàn)在做到這個(gè)程度，與同一商圈的競(jìng)爭(zhēng)對(duì)手相比你做到了這個(gè)程度?！比绻覀儼严鄬?duì)于其他競(jìng)爭(zhēng)對(duì)手的進(jìn)展情況告訴他們，就會(huì)促使他們做得更好。

????《財(cái)富》：你怎樣看這款應(yīng)用的前景？它怎能才能超越一個(gè)單純的意見(jiàn)箱的角色？

????每當(dāng)一個(gè)企業(yè)負(fù)責(zé)人回應(yīng)了消費(fèi)者的反饋，就意味著一段關(guān)系的開(kāi)始。突然之間，有一個(gè)企業(yè)負(fù)責(zé)人或經(jīng)理人對(duì)你說(shuō)“我在乎你”，而不是一個(gè)你從沒(méi)聽(tīng)說(shuō)過(guò)的人出來(lái)敷衍你。這樣會(huì)建立起顧客和企業(yè)之間的私人關(guān)系，而我們認(rèn)為這種關(guān)系就是它的前景所在。商家不再是簡(jiǎn)單地把東西推給你，而是開(kāi)始理解和知道“你喜歡什么？你對(duì)什么東西感興趣？”我們正在用一種傳統(tǒng)的方式對(duì)企業(yè)和消費(fèi)者的關(guān)系進(jìn)行“去匿名化”，也就是讓企業(yè)負(fù)責(zé)人認(rèn)識(shí)企業(yè)所有的消費(fèi)者，同時(shí)讓消費(fèi)者認(rèn)識(shí)城里的所有企業(yè)負(fù)責(zé)人。我們就是要帶回那種感覺(jué)。（財(cái)富中文網(wǎng)）

????譯者：樸成奎

????Fortune: Public review sites aim to hold business owners accountable, but your app promotes private interactions. How does it keep business owners accountable, or is that even a goal?

????It keeps business owners accountable in a couple ways. First, there's always the risk that if you don't respond in the private channel the customer could get frustrated and move to the public channel. So the private channel doesn't replace Yelp or any of those other sites, it simply gives the owner a fair chance to respond. If they do not take that fair chance, the consumer can go do whatever they want.

????Another thing we're doing, and this is something we are still kind of experimenting with, but on our side we can measure if you are responding and how fast you are responding to consumers. So we're able to measure that and show owners, 'okay, here's how you're doing and here's how you're doing relative to your peers in your neighborhood.' Showing people how they're doing relative to others gets them motivated to do a better job.

????Fortune: Where do you see the app headed in the future? How does it become more than a simple suggestion box?

????When an owner responds, it starts a relationship. Suddenly instead of a no name manager you've never heard of, there is an owner or manager who said 'I care about you.' Creating that personal relationship is where we kind of see this going. Instead of just pushing things to you, merchants get to you know and begin to understand, 'okay what do you like? What are you interested in?' We are de-anonymizing the business-consumer relationship in an old school way where [owners] know all the [consumers] from their business and a consumers know all the business owners in their town. We're bringing back that type of feeling.