These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand. And since we can access all of those things — and more — with a few swift taps, it’s no…

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017 Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. 36.4 percent of consumers agree that Google reviews, reviews on other websites, and local search rankings are the most important factors…

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…

Customer-Journey-Map

Without context, customer data is useless. We’ve seen this before when we collected online reviews from 51 Carmax locations. A customer journey map is a tool that provides critical insights necessary for success – from customer acquisition to retention to customer advocacy. Customer Journey Map, Defined By mapping the customer journey, brands get a high-level…

Introducing the ReviewTrackers Academy

The ReviewTrackers Academy is now accepting new students. Learn more and sign up for free at Learn.ReviewTrackers.com. The Customer Experience Management Training & Certification, as part of the ReviewTrackers Academy, helps marketers and online customer service specialists achieve a deeper, more meaningful relationship with their customers by providing a robust online education and actionable takeaways…

Enterprise-sized organizations have unique challenges when managing their brand reputation. It’s a challenge for every business, really. While the strategies may be centralized, and KPIs (as well as budgets associated with marketing) are shared across all locations of the business, the diversity of each, with their own service offerings and segmentations, create unique demands for those tasked with managing…

asking-cutomers-for-a-reviewasking-cutomers-for-a-review

How to ask customers for reviews, the basics: For starters, always have explicit permission before soliciting feedback via email, SMS or social. The optimal time to inquire is a a few days after the transaction. Within the request, use casual language so anyone understands what you’re after. Make sure they know how long the process will…

There’s a growing amount of training courses and certifications for the modern-day marketer. Not only do they help give professionals the career boost (and credibility) they’re looking for; these courses and certifications can also bring real benefits to organizations across a wide range of industries, especially at a time when the whole marketing discipline is…

mobile-index

There is a very simple explanation behind Google’s recent announcement to split its desktop and mobile index. Today, most people are searching Google using a mobile device. On this relatively new medium, people are searching for answers to their queries on small screens with limited cellular data. At the same time, searchers have higher expectations…