- 25 Mar
B2B Customer Experience: Why It Matters and Where to Start
Customer experience matters. And it does so to the tune of $1 billion a year for SaaS-based companies alone. And most CMOs know customer experience matters. But sadly, only 57% of them report marginal customer experience impact.
Good or Bad, Customer Experience Impacts Your Business’ Bottom Line
In support of that proposition is a recent study from the Temkin Group. They found that when faced with a positive customer experience customers actually spend more. They also found that 86% of buyers are willing to pay more for a great customer experience. And that 73% of buyers point to customer experience as an important factor in purchasing decisions. Plus they discovered that 65% of buyers find a positive experience with a brand to be more influential than great advertising.
So, customer service matters. We have long accepted that principle in B2C. But today it is even more important for B2B companies. And to learn exactly where to start, read the full article at Heinze Marketing’s Blog
- 14 Feb
How Important Are Online Reviews for Local Businesses?
by Ayaz Nanji
Being in business has become an increasingly complex proposition. Whether you’re a small local shop or a regional manufacturer, because of the internet, your business life has changed. One of the newer and more complex ‘moving parts’ of this complexity are online reviews.
And that’s because consumers, especially younger ones, are becoming increasingly reliant on online reviews. According to recent research from BrightLocal, more and more consumers rely upon those reviews to assess local businesses. In fact, some 86% of respondents say they read the online reviews of local businesse
To see all more insights and to download a copy of the original report, read the full article at MarketingProfs.com
- 15 Oct
You like us, you really like us! – Reviews
For a moment, just consider a few important marketing statistics from 2017:
• 92% of consumers now read online reviews vs. 88% in 2014
• 40% of consumers form an opinion by reading just one to three reviews vs. 29% in 2014
• 88% trust reviews as much as personal recommendations, vs. 83% in 2014
• Star rating is the number one factor used by consumers to judge a business
• Only 14% of consumers would consider using a business with a one or two-star rating
• 57% of consumers would use a business with a three-star rating
• 94% of consumers would use a business with a four-star rating
So, What You’re Saying is Bullet Points Are Important?
The theme that these numbers represent should be obvious. Reviews matter for your business. But, the next question is going to be which review site? Your industry may have its critical industry specific sites. Or you may naturally think of Yelp. And naturally, those are going to need to be part of your plan. But for all of us, Google matters a lot. And those reviews have the most influence on your search engine results and page rankings.
Regardless of where you’d like the review to appear, there are some best practices for asking and encouraging your customers to take the time to review your business. And to see those best practices and learn how to use them for your Marketing success, read the full article on the McLellan Marketing Group blog.
- 20 Sep
10 Communication Hacks to Deal with Negative Customers on Social Media
Social media can be a great way to communicate with your customers and fans. But it can also be an uncontrolled channel where angry customers can write negative things about your business.
Bad Comment? No Need to Panic . . .
So what can you do if a customer posts negative comments about your company? While it may never be possible to prevent disgruntled customers from being vocal on social media, it is possible to deal with negative consumers and maintain a positive brand image.
Here are 10 communication hacks that you can use to deal with negative customers on social media at Jeff Bullas’s Blog.
- 12 Jul
Do People Share Good and Bad Customer Experiences?
from Marketing Charts
People around the world say that customer experience is a competitive differentiator for brands. But do good or bad experiences reverberate beyond the customers themselves? As it stands, most people will tell someone about a very good or very bad experience. This according to new research from the Temkin Group.
Are Consumers More Likely to Complain or Brag?
In fact, only around one-quarter (27%) of US consumers surveyed in Q1 reported being silent about a recent very bad experience with a company. It turns out that respondents were more likely to have not shared a very good experience. Of that, one-third indicated they didn’t tell anyone about the experience. As such, the results suggest that people are slightly more likely to share a very bad than a very good experience.
To see more insights into how people are sharing their brand experiences, read the full article at MarketingCharts.com
- 18 Jan
What Consumers Pay Attention to in Local Business Reviews
What is it that consumers really value when they look at local business reviews? It seems that the average star rating is what they want to see the most. This is especially true when evaluating a local business with which they are not familiar. And their focus is primarily on its online reviews.
It’s All Written in the Stars . . .
This is according to recent research from BrightLocal. The report was based on data from a survey conducted in October 2017. It included 1,031 consumers in the United States. And what they found was extremely revealing. They found that more than half (54%) of respondents say they pay attention to the average star rating. And they indicated that this was the most important part when looking at the online reviews of a local business.
To see more of the data and lean more insights, read the full article at MarketingProfs.com
NOTE: A Free Registration pop-up opens on this site. Registration is not required to read the article.
- 18 Oct
The No. 1 Rule of Responding to Bad Online Reviews
by Kitty French
Every small business owner knows the horror of online reviews. Whether on Yelp, Angie’s List, Amazon, Facebook or Google, the sting of a bad review can stick with you for days. And if you ignore them or delete them, chances are they’ll only get worse.
The No. 1 rule of responding to bad reviews: Be quick
Approach bad reviews as opportunities to demonstrate your customer service, and you’ll likely win over any frustrated customers. And what frustrates customers most? Being ignored or left waiting for proper service. Responding to negative online reviews validates the customer’s need to be heard. So let them know your small business is listening to their complaints.
To see some great advice on how to address – and fix – bad online reviews, read the full article at Manta.com