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…

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…

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…

Companies of every size and across every industry or business category can benefit from online reputation management services. This couldn’t be more true in today’s age, when consumers make purchase decisions based on your online reputation, more so than on your advertising, direct sales messages, pricing, or branded promotional content. If your business performance hasn’t…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology. Reviews Hint at Illegal Practices Customers of Wells Fargo were writing negative…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a note about the importance of the existing customer feedback platforms. Subscribe to receive these stories and more every week in your inbox. Online reviews are important in attracting new customers, improving customer…