In today’s connected world, reputation matters. Whether that’s online or offline, how you’re perceived can mean everything. It can mean the difference between a potential new customer visiting your store or the competitor next door, or a lifelong customer no longer advocating your brand to their friends.
And customer behaviours around reading online reviews are only increasing, with 90% of people taking the time to read online reviews before visiting a business (Igniyte) and only 48% of consumers would consider using a business with fewer than 4 stars (BrightLocal).
Unfortunately, even if you are delivering an exceptional customer experience daily, there will always be negative reviews to deal with. We wish we could eliminate them all, we can’t. But we can offer the next best thing - a tool which has the power to turn negative experiences into positive ones, improving online reputation and attracting new customers in the process.
The role of an effective customer interaction platform has never been more important. As brands start to understand that responding to negative reviews, resolving urgent issues and recognising your best brand advocates all play a vital part in managing and maintaining a positive online reputation. And it’s no secret that online reviews directly impact revenue. In fact, they have been shown to impact 67.7% of purchasing decisions.
Through intuitive digital tools, retail staff can view and respond to all Google and Facebook reviews (and more) all in one place, offering up to date insights which can then be actioned in real-time. This minimises potential damage which may be caused by negative reviews.
"The rating of our centers and the management of e-reputation is an important objective for our Network. As a result of all the actions carried out with the Critizr tools, our ranking is improving every month". Léa Bernard Marketing and Customer Relations Director, France Pare-Brise
Discover more about the secret to managing your online reputation through the Critizr platform and how to use it to your advantage in our one-pager here.