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Oct 28

Why You Should Pay More Attention to Your Online Reputation

Businesses are beginning to catch up the transition of establishing an online presence and are understanding why it is so important to do so.  According to The Drum, “In 2015 Facebook influenced 52 per cent of consumers’ online and offline purchases, up from 36 per cent in 2014.

Oct 27

Word of Mouth is Still #1 to Grow Business Long Term

Zappos CEO Tony Hsieh says that Zappos intentionally budgeted for extraordinary customer service at the expense of advertising. Zappos expected that their sales would be driven by repeat business and word-of-mouth (Jim Dougherty, Cision Blog)

Oct 21

How Can I Improve My Net Promoter Score? (NPS)

In this world of test results so many companies will focus on improving the numbers and not the actual result. This is the greatest danger when our clients simply mention they want to improve their NPS Score.

Oct 14

3 Reasons Why Your Business Should Embrace Customer Reviews

Reputation management is more important than ever in 2016. With so many online channels such as review sites, social media networks and search engine optimization, the overall market has reached a high level of transparency. As the world continues to become more transparent, it will be important for your business to adapt. This means staying active and alert on what people are saying about your business on the web. We can no longer rely on traditional outlets such as commercials, radio and newspapers to manage our reputation. According to a recent Forrester Research study, 60% of people trust consumer product reviews, while only 38% say they trust TV sources. Furthermore, 43% of people say they trust social networking site profiled from people they know, where only 39% say they trust radio sources.

Oct 12

How Well Do You Listen To The Voice Of The Customer?

My entire career people have asked me, What is the key to being successful with selling a product or service?

Oct 08

3 Ways Surveys Can Help Your Small Business

Customer feedback is arguably the most important resource for growing a small business. Being able to know the good, bad and ugly about your services helps shape the culture around your business. In addition, being able to resolve any pertinent issues before consumers vent on social media can be extremely important. According to BIA Kelsey, “97% of consumers say they read reviews about local businesses.”

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