Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: keep the customer at the center of the banking experience. Subscribe to receive these stories and more every week in your inbox. Strong relationships are the result of a consistent customer experience that…

Given the realities of today’s customer-led market and real-time customer feedback, it’s more critical than ever for brands to track, monitor, and listen to what customers are saying online. It’s not always easy, however, to get a handle on what they’re saying — and where they’re saying it. With so many platforms and channels to…

So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda. They’re creating new positions within their organizations and hiring customer experience representatives. They’re making CX software part of their investment priority. And they’re viewing customer experience as the single most important way for their organization to…

how-to-respond-to-a-negative-review

“No business is immune to a negative online review.” Even those with a 5-star reputation receive the occasional scathing comment from a customer-turned-critic (or a bitter ex-employee-turned-hater.) On review platforms like Yelp, TripAdvisor, Google, and Facebook, such comments can stand out like a bad apple that spoils the bunch. How to Respond to a Negative…

South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW. We hung out at events, watched movies in our cozy Airbnb, ate amazing food at Forthright and Moonshine Grill, and fell asleep in a coffee house after…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Customer experience writer Blake Morgan notes that the companies that build personalized relationships will succeed. Subscribe to receive these stories and more every week in your inbox. The companies that build personalized relationships are…

A consumer scrolls through the first search results page after typing in “insurance agents in Chicago” in the familiar rectangular Google search box. He clicks on your agency’s website. He calls the number listed on the homepage. It’s 2 p.m. on a Wednesday, but no one answers. So he clicks the back button on his browser,…