Net Promoter has long been a hot topic for businesses trying to improve the customer experience. Its popularity is tied to its simplicity and the assertion that a brand’s Net Promoter Score (NPS) is the most important predictor of brand health and future financial performance. But despite its appeal, NPS may not be the end-all-be-all metric for every brand.
With operational guidelines and consumer behaviors changing daily, it’s never been more important for brands to monitor their online reputation. Though there has been a considerable decrease in the volume of online ratings + reviews—due in large part to Google and Yelp putting major COVID-19 restrictions on their review features—customers are still talking about their experiences online. And ignoring these comments can be very detrimental, especially in such volatile times.
Today’s customers are more often using feedback methods like images, speech, and video to provide very candid, human experiences with the brands they encounter. Brands that are able to connect with these consumers and “bring the real voice of the customer front and center” will come out ahead.
In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact ratings + reviews has on a brand is staggering...
Brands need an online reputation management system that integrates their other CX data with unsolicited ratings + reviews. But while implementing an online reputation solution is a great first step, it isn’t enough. That’s like buying a treadmill and thinking you’ll get in better shape just by looking at it. Nothing will get accomplished until you engage with the tool.
With 95% of shoppers reading online reviews before making a purchase, many companies have already implemented a reputation management solution—but the secret to success is knowing how best to leverage this fast-paced, high-volume feedback.
Online reviews matter to brands and customers alike—93% of customers say online reviews impact their purchase decisions. There are hundreds of sites where customers can let their voices be heard—Yelp, Facebook, Instagram, and Twitter are just a few. There are even niche sites collecting feedback for specific industries. And when it comes to managing all that feedback, brands can quickly feel overwhelmed. How can you reduce the noise and focus your efforts where they matter most?