Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Business insurance company Hiscox innovates the customer experience. Subscribe to receive these stories and more every week in your inbox. Fear doesn’t last as a tool for motivation. That’s according to…

The customer journey is a series of steps a consumer takes when engaging with your company. This journey consists of, and begins and end with, different interactions and experiences that occur at different touchpoints: a call with a sales rep, an in-store visit, a conversation on social media or online review site, an inbound call,…

“We care deeply about our customers.” Or: “We ❤️️ our customers.” We’ve seen a number of companies use either of these taglines or some other similarly customer-focused phrase in order to profess their undying, indissoluble love for their customers. They pop it into their marketing materials, business cards, staff lapel pins, About Us pages, social…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: the definition of patient experience differs across the healthcare industry. Subscribe to receive these stories and more every week in your inbox. The definition of the patient experience varies depending on the healthcare…

In the restaurant and foodservice industry, online reviews serve to provide valuable information about the kind of customer experience your restaurant is delivering.  According to review management and customer feedback software company ReviewTrackers, customers are 43 percent more likely to leave a review after a positive experience at a restaurant and 46.7 percent more likely after…

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve…

Healthcare—Managing Online Reviews and Patient Feedback

Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Two healthcare industry thought leaders say the industry needs to use the patient perspective as a metric to assess the value of healthcare. Subscribe to receive these stories and more every…

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. CX is also a great competitive differentiator, helping companies respond…

Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: A new study finds that reviews are helping independent hotels drive revenue. Subscribe to receive these stories and more every week in your inbox. Hotel brand names do not mean as…

3 Ways Franchises Can Better Understand Their Customers

Hundreds of franchisees fail each year, according to the Wall Street Journal. To avoid being one of these unsuccessful franchises, you must place the customer at the center of your business, deliver the best possible experiences for them, and listen to and act on customer feedback. Set Up A Review Monitoring System  Adam Broetje, CEO at…