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Showing entries tagged Online Reputation Management (ORM)

Customer Experience Insights

How to Turn Passive Customers Into Passionate Followers By Closing the Customer Feedback Loop

The customer feedback loop is one of the most effective ways to understand your customers’ evolving needs and expectations. But simply gathering customer feedback isn’t enough. Closing the customer feedback loop can be an equally important part of the process. When customers...

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Online Reputation Management (ORM) Insights

Best Practices for Managing Online Customer Reviews

Online reviews from customers can be a benefit and a burden to companies in any industry. Customers are willing to spend 31 percent more with businesses that boast excellent reviews, while 94 percent of consumers say a negative review can convince them to avoid a business. Not...

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Customer Experience Insights

Best Practices for Improving Customer Experience Through Social Media

Social media sites like Facebook, Twitter, and Instagram have evolved to become strong marketing, advertising, and customer service channels for businesses in every industry. Social media is typically one of the first channels customers go to when they are seeking advice or need...

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Customer Experience Insights

What Are Your Competitors Up To?

How do customers decide to do business with you versus your competitors? The answer is simple -- experience. They give both of you a try; then decide which business they’ll be loyal to in the future. In determining a favorite, customers balance a comparison of: 1. Price 2....

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Online Reputation Management (ORM) Insights

Delighting Digital Customers

While the primary intent of ecommerce is to provide a customer an experience that is focused on speed and convenience, the “experience economy” has seeped into online buying. Through a host of strategies intended to delight online customers, savvy companies can provide a...

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Online Reputation Management (ORM) Insights

Your Online Reputation Matters.

Just how important are online reviews? Well... 90% of consumers read online reviews before visiting a business. 88% of consumers trust online reviews as much as personal recommendations. Customers are likely to spend 31% more on a business with “excellent” reviews....

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Customer Surveys Insights

Beware Of Excellent Reviews

About a year ago, I went through the process of purchasing a new car. My salesman was personable, and overall the experience was pleasant. When we finished, he handed me a customer survey to fill out. The salesman explained it would be sent on to the manufacturer to monitor the...

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