Customer Experience

Customer Feedback Equals Customer Success

January 22, 2016

Download 43 free review response templates for negative and positive reviews

Get the templates

G2 Crowd ReviewTrackers Best of 2015

We at ReviewTrackers know a thing or two about the importance of getting great reviews and feedback from customers. It’s a powerful way of building brand reputation, and it’s a valuable source of insights essential to fostering operational and service improvements.

This is why we’re so pleased to be part of the newly released G2 Crowd Best of 2015 User’s Choice Lists, where ReviewTrackers has been named one of the top companies in the Highest Rated Support category. This means so much to our team, particularly since these lists are based on genuine feedback given by real customers.

G2 Crowd is a leading business software review platform where business buyers connect with their peers to evaluate business-to-business (B2B) software technologies. Its User’s Choice Lists take into account more than 50,000 online user reviews and ratings, and the Highest Rated Support category features companies with the ability to provide support and respond quickly to customers’ questions and cases.

The recognition given by G2 Crowd firmly reaffirms our commitment to helping businesses succeed. More importantly, it’s a demonstration of the values we aim to foster, both within our organization and that of our business customers.

Customer feedback builds brand reputation

There is no denying the impact that online reviews and customer-generated feedback have on the reputation of a business.

This shouldn’t come as a surprise at all, especially at a time when there are so many platforms that empower the voice of the customer to speak. Therefore there is also a ton of information that buyers can rely on to make educated purchase decisions. Businesses will consult G2 Crowd to find the right software in the same way restaurant-goers will check Yelp to find places to eat, or travelers will visit TripAdvisor to decide on where to stay.

In fact, according to industry research, online reviews precede 75 percent of B2B software purchases.

Successful businesses know that, in order to build reputation and positively influence purchase decisions, they must listen to and manage customer feedback, be this in the form of online reviews, survey responses, or phone calls and Emails.

Customer feedback drives customer success

Here at ReviewTrackers, we believe in customer success as a transformative philosophy — that is to say, our team is heavily invested in the success of every single business customer we work with. Whether we’re adding new review sites to track, ensuring the timeliness and accuracy of our data delivery, introducing awesome product updates, conducting educational webinars for marketers and reputation managers, or hopping on a call to answer a user’s questions, customer success guides our work every day.

We also realize that we wouldn’t be able to help our customers solve their problems and achieve their goals if we ourselves didn’t welcome and embrace their feedback. This is why we stay highly engaged on sites like G2 Crowd, Capterra, TrustRadius, Google, Facebook, and even Glassdoor. These are the places where our customers talk about ReviewTrackers, so it makes total sense for us to listen in and join the conversation.

Any business can do the same. If you’re running a restaurant operation, tune in to what your customers are saying and maybe you’ll discover new opportunities to perfect your menu and please more people’s palates. Even a one-star Yelp review can tip you to an issue in the kitchen that you may otherwise have missed. At any rate, customer feedback is crucial in developing your ability to create spectacular dining experiences.

Thanks to our customer success culture, we have successfully grown our own reviews from zero to 120+ in less than a year. Based on our latest survey findings, ReviewTrackers has also achieved a current Net Promoter Score (NPS) of 68, which is above the Software-as-a-Service (SaaS) industry’s NPS benchmark of 65.8 and the tech industry’s 58.6.

Customer feedback improves the entire organization

We’re not going to lie: the positive feedback have led to exuberant high-fives in the (new) ReviewTrackers office. But don’t think we’re sweeping less-than-enthusiastic reviews under the rug. Customer feedback — good or bad — serves as a great source of information and insight that our company acts upon.

So should yours. Monitor your online reviews. Say thank you to happy customers who are vocal about their positive experience. Investigate underlying issues raised in negative feedback and figure out ways to resolve them. The voice of the customer is one of your organization’s greatest sources of learning.


related posts

Lessons Learned: Ford Dealerships Mishandle Negative Customer Survey Ratings and Reviews
How to Post Your Restaurant Menus Online
Apple’s Lack of Online Reviews Affects Customer Experience and Satisfaction

Try ReviewTrackers for two weeks, no credit card required.

See all your reviews in one dashboard. Respond to customer faster. Generate 3 times more reviews with email and SMS campaigns.
Start my free trial