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Today’s Customer Journey starts on the internet through search engines, maps and social media where online reviews are omnipresent; and ends with feedback left on third party websites such as Google. How should you integrate Online Reputation Management to your Customer Experience strategy and what insights can your business gain from these ubiquitous online feedbacks?
The New Digital Customer Journey
Let’s take the example of a potential customer who is in the process of deciding where to buy their next car. According to Deloitte Research, 81% of British consumers read reviews and check ratings. What’s more, 60% trust online reviews as a source of information, this is as much as friends and family. What will they find first about your dealership when searching online? If the information is not as per their expectation, the prospect may ‘walk away’ to one of your competitors looking better online.
It could be a negative online review left without response on Facebook, lack of opening hours on business listings or incorrect address on Google map. These numerous points of presence are as many points of engagement your business may have with prospects, that you control them or not. They are part of the “buyer journey,” even before they decide to use your services.
Online Reputation Management (ORM) is in today’s digital marketplace of primordial importance to improve Customer Experience from business listing accuracy and online review management to data analytics.
Optimise Customer Experience
An ORM platform like Reputation.com gives you the necessary tools to audit and manage how you are seen online. But it also provides a window to the real customer satisfaction. More and more consumers leave reviews and post ratings about products and services online (43% of British consumers). By drilling down through these reviews, you will get more consumer insights to add to traditional customer survey results. You can mine customer experience data across all digital channels and benchmark your business to understand how your dealership can increase revenues comparing Best-in-class and industry benchmarking.
Using Online Reputation Management ensures a consistent, accurate and enjoyable customer experience. It goes beyond the marketing function and requires better collaboration across different parts of the organisation. After all a one star increase in online ratings can lead up to a 5 to 9% difference in revenue…
Reputation.com is the only complete Online Reputation Management platform for the Automotive industry. With over 2 million customers, their patented technology allows leading worldwide companies such as Ford and Hertz to take control of their online reputation.
Speak to one of their Online Reputation experts today fro a free consultation about your local dealerships and group performance. Contact us on firstname.lastname@example.org or call 0800 066 4781.