Purchasing has become quality driven. Research now shows that consumer reviews are the most trusted source for advice when making a purchasing decision. What does that mean? The product and service delivered by an organization has to be top quality.
This is a golden age for consumers who can now refer to a vast amount of advice from people just like them to help with decisions on what to purchase. And companies who have an excellent product or service, but have not had the advertising dollars to get the word out should be rejoicing right now. Your customers will spread the word for you!
I just returned from the dentist after having three metal (read: mercury) cavities replaced. Was it fun? Yes and no. Yes, because my dentist and dental assistant were great. No, because I had my mouth propped open for thirty minutes while drooling. As I was leaving, I was asked to write a review on Google and given a $5.00 Starbucks gift card as a thank you in advance. Do I plan on writing that review? You bet, and I guarantee it will give them a handsome return on their five bucks. But glowing reviews on consumer driven websites are only part of the picture. They may drive new business, but repeat business requires a consistent quality experience. Direct feedback in the form of comments, complaints and compliments is just the report card organizations need to continue receiving A’s on external websites.
This is one of the reasons we created C3 Touch. We know that engaging customers is a win/win and whether the feedback received is good or bad, it needs to be captured in an organized format and reviewed regularly. Those who listen to their customers and use the feedback to continuously improve are going to float, while those who turn a blind eye to the voice of the customer will sink. We wish you much success and smooth sailing.