Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Facebook is looking for a head of news to help differentiate between real news and fake news, and Chipotle’s CEO says the company’s slow recovery is due to the quality of the guest experience more than fears of illness.
Facebook Seeks Head of News
Facebook is looking for someone to fill the position of head of news partnerships — someone with 20 years of experience, according to Business Insider.
Facebook, which has been facing criticism over its spread of fake news, is looking for a person with experience in the news industry. This person will be the liaison between the company and publishers to assist in determining the difference between fake news stories and high-quality content.
Chipotle Says Guest Experience is Keeping Customers Away More Than Fears of Illness
Chipotle’s CEO Steve Ells said that Chipotle’s slow recovery, after the food-borne illness outbreaks last year, is more so due to a downgrade of the guest experience more so than fears of E. coli.
“I’m not satisfied with the pace of our recovery, and I’m especially not satisfied with the guest experience in many of our restaurants,” he told NRN. “We’ve lost sight of what really matters: our customers.”
This shows that even the worst crisis is not always the full blame for a downfall in sales. The guest experience matters too, and it’s an important component to recovery.