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 University of Denver study makes a compelling argument for responding to reviews, Google continues to dominate the review industry, Yelp has a new partnership, and more.
Recent Study Shows Responses on TripAdvisor Can Boost Revenue
Responding to reviews on TripAdvisor can increase revenue for hotels, according to a recent study from the University of Denver.
Karen Xie, assistant professor at the Fritz Knoebel School of Hospitality Management at the University of Denver, says that it is beneficial for more upscale hotels when frontline managers respond to reviews. On the other hand, it’s helpful for budget hotels when executives respond to the review.
The speed of the response is most important for the higher-end hotels, while the succinctness of the response is essential for budget hotels.
Also check out: “Research Shows Impact of Responding to Reviews on Reputation and Revenue”
Google is Really into Reviews
Reviews matter now more than ever for local SEO, according to Search Engine Journal. This is because Google decided to start aggregating reviews from platforms other than its own, under “Reviews from the web” on the knowledge panel (that sidebar to the right of your screen that displays some seriously important information about a business).
This makes it necessary for marketers to manage customer feedback.
If you’re worried about how it will even be possible to visit ten different review sites a day on top of the market research reports and coordinating you need to do, there is a way to monitor reviews in a timely manner. A review monitoring strategy and dashboard – in which all of your reviews can be found in one place – will save you tons of time.
Yelp Partners with Realtor.com
Realtor.com partnered with Yelp recently in order to provide local business information for each home listing on its site’s map, according to the Washington Post. Consumers shopping for a home will see business star ratings when they click on a property listing. Businesses that are shown on the map include grocery stores, coffee shops, restaurants, drugstores, gas stations, and insurance companies.
Car Dealerships in Massachusetts Focus on the Customer Experience
It is becoming more important for car dealerships to make sure their customer experience is positive. With customer experience as the key to success in the automotive industry, dealerships in Massachusetts are focusing on customer comfort and transparency between the customer and the company, according to BusinessWest.com.
Carla Cosenzi, president of TommyCar Auto Group, a company that opened two new dealerships in 2014, told BusinessWest, “We designed everything for the comfort and convenience of the customer. We’re doing everything with the customer in mind.”
CX Day Took Place Wednesday
Unless you’ve been on a boat in the middle of the ocean for the last year, you know that customer experience is kind of a big deal. It’s such a big deal, in fact, that the term “customer experience” itself has reached a peaked trend, according to Google Trends.
Last Wednesday, October 5, we celebrated CX Day, a day for companies to take a moment and reflect on the experiences they’ve created for their customers.
That’s all for this week.
“Your customer doesn’t care how much you know until they know how much you care.” – Damon Richards
Supercharge your review response strategy by downloading these free review response templates (in Excel format) so you can get back to your customers ASAP.