From time to time, DirectiveGroup team members will share their views on a piece by an industry thought leader. Here, Vicki comments on an interview posted on the Marketing Sherpa Blog by Kayla Cobb, The Importance Of Handling Customer Reviews.
DirectiveGroup is a big supporter of and encourages our clients to gather as many reviews, stories and testimonials as possible from their customers and clients. This interview conducted by Daniel Burstein, Marketing Sherpa’s Director of Editorial Content with Joseph Jaconi, General Manager of Tech Armor really resonated with me on the importance of listening to your customers and thoughtfully responding to build your brand and potentially transform your company into a much stronger competitor.
The interview focuses on the very competitive world of ecommerce, but this really applies and is a great practice for all businesses. Gathering and responding to reviews is a wonderful form of public relations, Tech Armor spends 60% of their human resources dedicated to customer service and support, and they see it as a valuable advertising investment. When you consistently respond to your reviews, it is truly the voice of your company and extension of your brand. When people like what they hear and see, they share it with their associates, friends and family across various review platforms and social media.
Do you make it easy for customers to leave a review or provide a testimonial? You may want to think about adding a testimonial and review feature to your website.
Enjoy viewing and reading…The Importance Of Handling Customer Reviews. “Be Real, Be Helpful and put yourself in your customer’s shoes.”