A Digital World
Whether choosing a restaurant for dinner or deciding on which electronic device to buy or even finding a good plumber, the opinion of a complete stranger holds great value. Online reviews and recommendations have a great impact on purchasing decisions. They help establish a sense of trust, quality, and reliability, even if the source is unknown. How these values are earned in the information age is quite different.
We live in a day and age where anyone who takes the time to provide feedback, post a review, or create a blog is valued, regardless of accuracy. Think about it, who is the person posting the review or rating on popular sources like Google or Yelp?
In most cases, the reviews are posted by complete strangers, people we have no way of knowing, people that may not really exist. Sure, the more trusted sites verify an email address or connect to a social media account, but those are easily forged. That person stating their opinion could very well be someone affiliated with the business like an employee, or a friend of the owners or the owner themselves.
Yet every year, tens of millions of opinions are posted publicly and millions upon millions of people view those reviews and use them to make a decision. Those reviews can carry great value with some people, and can essentially make or break a brand!
We live in a society that tends to forget everything you have done right when you make the mistake of doing something wrong. The same holds true with brands, one bad review seems to stand out like a sore thumb. We like things to flow smoothly, a disruption in the flow scares or at least annoys most people. That one negative review is like a pebble seizing the front wheel on a skateboard or roller blades, we all know what happens when that wheel seizes. I have scars because of those darn pebbles, just as brands get scarred from a bad review.
The User Experience
That is why it is critical to optimize the experience your customers, clients, visitors and prospects experience when they interact with any part of your business!
Whether its the website, customer service agents, salespeople, billing or any other interaction between your business and the rest of the world, make sure to optimize the interaction, your brands’ success depends on it!
We can help your organization develop and implement an “experience” that will achieve high levels of customer satisfaction and add value to your brand. Call for a free consultation 248.888.1888