How-Online-Reviews-Impact-Consumer-Shopping-Habits

The enterprise once held power over the customer. But today, the customer holds power over the enterprise. We are living during a time that’s been dubbed by Forrester as the “Age of the Customer.” Customers now hold more power than ever, and their user-generated content has become more influential to other consumers than branded content,…

Customer Feedback Channels Imperative to Customer Experience

Customer feedback comes in many forms. It can be a long, drawn-out Yelp review or a three-word tweet. It can be helpful or it can be brutal. The way businesses find and use feedback is oftentimes a good indicator of the value businesses put on their customers. It informs businesses of performance using the most reliable benchmark: customer…

The 21st Century Definition of Customer Engagement

Customer engagement is a connection you make with your customers to produce an effect or a reaction. It’s also the experience that customers have with other customers about a product, service, or brand. That’s a nice textbook definition. But what does customer engagement really mean in the 21st century? Customer Engagement in the 21st Century…

Enterprise-Feedback-Management

Customer feedback is an expression of the customer’s opinion about a business, product, or service. In the Age of the Customer, a time when consumers are equipped with and empowered by tools, apps, and devices for engaging with companies — whenever, wherever — customer feedback can be found everywhere and shared across different media. It’s…

ReviewTrackers knows CEX

Missed Part 1? Take a moment to check it out before you continue reading Part 2. There’s a lot of talk about the customer experience in marketing. While companies are trying to improve and constantly be on top of the customer experience, it’s easy to overlook its history and focus on what’s happening in consumer…

How-Financial-Institution-Reviews-Fit-Into-Your-Customer-Feedback-Strategy

There’s a way to understand and pinpoint your financial institution’s customer pain points: it starts with customer feedback. L.T. “Tom” Hall, president and CEO of financial institution consulting firm Resurgent Performance, puts customer service in banking into perspective: many community banks are not paying enough attention to their customer’s pain points. “Just a couple of…

customer-reviews-save-restaurant

(Photo: Courtesy of &pizza) A small Italian restaurant in California called Botto Bistro has an interesting Yelp strategy. It wants to be the worst-rated restaurant on the popular online review website. Of its 250 Yelp reviews, more than half come with a one-star rating. Let’s face it: some reviews are not trustworthy. Some Yelpers are not…