Report
Shopper Experience Index 2021: Rethinking the approach to retail
While it may have felt like one, 2020 wasn’t a fever dream. Entering a new decade, people and companies alike set lofty goals. 2020 was...
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Responding to reviews is a key way to establish a more personalized connection with customers.
Let’s face it – no matter how cool your brand is, or how well-received your products may be, you’re going to occasionally receive negative reviews. That’s just a fact. You’ve probably heard (maybe even from us) something along the lines of, “Negative reviews can actually be a good thing.” Believe it or not, this is true – so long as you’re proactive about reading and responding to new reviews.
Regardless of sentiment, one thing is certain – brands need to be quick about reading and responding to new reviews as they come in. Up to 70% of dissatisfied customers will do business with a company again if their complaint is resolved. Even with reviews that are overwhelmingly positive, the job is not done – you should be engaging with satisfied customers just as often as ones who aren’t. Responding to reviews in a proactive manner allows you to address customer issues as they occur, while also showing potential customers that you actually care.
This e-book takes a closer look at why responding to customer feedback is important, best practices for responding to negative and positive reviews, and how to respond to customer questions.
Report
While it may have felt like one, 2020 wasn’t a fever dream. Entering a new decade, people and companies alike set lofty goals. 2020 was...
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2020 was a series of lessons for business and humanity. Brands and retailers stared down the face of challenge and worked to adapt to a...
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Visual and social user-generated content (UGC) play a big role in driving e-commerce sales. We wanted to explore what consumers want out of that type...
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