Customers are a Powerful Marketing Engine According to the Sept. 28, 2017 edition of Forbes magazine, author Jeff Bezos says, “customers have incredible power as a result of transparency and word of mouth.” How can your business harness this power? Can you manage this new-found power to your advantage? As customers become more public about […]
Why it is important to keep reviews separate for different business streams
We work with both Franchise and Independent dealers and are noticing a big difference when we monitor sales and service separately.
Interestingly this is the same issue we see in the property industry, where reviews for Lettings are much worse than for property sales. This means the letting reviews have a negative impact on the Estate Agent’s overall reputation.
Service reviews are worse than Sales reviews, so the aggregated reviews have a negative impact on Dealers reputation, where they provide both services
We can create additional locations for any business, to identify consumer experience across multiple business streams.
When a business asks in the right way – at the right time – they will get reviews
A common complaint from business, is that nobody will leave us a review. Most businesses have not got in the habit of asking for feedback and explaining why it is beneficial for their customers to do so.
This is typical example of what happens when you ask customers for reviews at the right time in their customer journey.
The truth may be painful, but now the business knows what annoys their customers!
Using the right Customer KPIs (Key Performance Indicators) and survey questions, helps businesses quickly identify what to do to improve customer service.
How to prevent poor reviews on 3rd Party Review Sites
Companies who don’t provide Easy-to-use customer feedback system to their customers, will lose out to Companies that invest in Customer-centric Capabilities.
Having the right business processes in place reduces the number of bad reviews on 3rd party Review Sites.
The quote from Oscar Wilde “The only thing worse than people talking about you, is people not talking about you” applies more today than ever.
Because your ability to generate new leads is directly related to your reputation and what people are saying about you.
- No reputation shows that nobody knows you exist
- A bad reputation will put people off
- A good reputation will draw in new customers
If people are not talking about you then you should either shut down all your online activities or review what you are doing and make it work for you.
Google Hangouts is video conferencing on steroids and has been around for about three years. Corporate organisations have been spending tens of thousands of pounds for video conferencing, now Google is providing this to all of us for free! The major difference is th
We all know face-to-face meetings are the best way to communicate as we can see the other person’s body language. Online video meetings give us the ability to have instant communication anywhere in the world, without travelling. So Google Hangouts will have a major impact on how your business communicates with customers and suppliers in the future.
Here are some valuable benefits:
- Ability to have more face-to-face contact with customers
- Promotion of your business through shared videos
- More personal relationships with your customers
- “Hangouts on Air” are recorded and saved to YouTube as a video
- Any videos can be set to private, to provide an audit trail of agreements and discussions
- A major reduction in travel costs
- More efficient use of time for business owners, managers and sales staff