????《財富》：公共點評網站旨在使企業負責人對消費者的反饋負起責任，但是你的應用主打的是私下交流。這樣一來，怎樣才能讓企業負責人負起責任，或者說那只能算是一個目標？

????它可以通過幾種方式使企業負責人負起責任。首先，如果你不通過私下渠道做出回應，就很難擺脫消費者在失望之下訴諸公開渠道的風險。所以私下渠道不會取代Yelp等網站，它只是給了企業一個公平的回應機會。如果他們不把握住這個機會，消費者可以采取任何他們想采取的行動。

????我們正在做的另外一件事，也是我們仍然處于試驗階段的一件事。不過在我們這方面，我們可以衡量商家是否在對消費者做出回應，以及商家對消費者回應的速度。所以我們可以衡量它，同時把這一點反饋給商店的負責人。“你看，你現在做到這個程度，與同一商圈的競爭對手相比你做到了這個程度。”如果我們把相對于其他競爭對手的進展情況告訴他們，就會促使他們做得更好。

????《財富》：你怎樣看這款應用的前景？它怎能才能超越一個單純的意見箱的角色？

????每當一個企業負責人回應了消費者的反饋，就意味著一段關系的開始。突然之間，有一個企業負責人或經理人對你說“我在乎你”，而不是一個你從沒聽說過的人出來敷衍你。這樣會建立起顧客和企業之間的私人關系，而我們認為這種關系就是它的前景所在。商家不再是簡單地把東西推給你，而是開始理解和知道“你喜歡什么？你對什么東西感興趣？”我們正在用一種傳統的方式對企業和消費者的關系進行“去匿名化”，也就是讓企業負責人認識企業所有的消費者，同時讓消費者認識城里的所有企業負責人。我們就是要帶回那種感覺。（財富中文網）

????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.