Customer engagement
Increasingly, companies face the challenge of offering customers and prospects the best possible brand experience at every single contact moment. Only the brands that work to delight their customers everywhere and at all times will be successful in the long term.
One challenging domain is the internet as it houses an array of touchpoints that can strongly influence buying decisions. Prior to purchases, many of today’s prospects inform their decisions by consulting customer reviews and researching products, services and companies online. In fact, recent research from Reputation has showed:
76 per cent of consumers are influenced by ratings and reviews when deciding on a purchase.
60 per cent are less likely to react to a negative review, if the company has responded to it.
Companies that lack a well-thought-out concept, do not maintain their data and fail to take customer ratings and reviews seriously, will be listed far behind by search engines and perceived by potential customers as a bad choice.
Download this step-by-step guide on how to master the combination of online reputation and customer experience management to grow your brand, build lasting customer relationships and discover advocates that will win you new customers by recommending your offering to others.
Download this guide to access:
- Step-by-step analysis on how to introduce reputation and customer experience to your business
- The five must-haves for effective reputation experience management to gain a competitive advantage
- A checklist for the successful introduction of reputation experience management
- How to handle customer feedback with success
- Tips on interacting with customers via social media channels