Thanks Lisa Landsman for chatting about the value of reviews to small businesses. A fun fact from our discussion:
70% of online experiences start with a search.
That says a lot about today's consumer buying journey. As you stated, sometimes people know what they are looking for and sometimes they don't. Reviews and star ratings help shape consumer decisions. Thanks to Google for all they do to give small businesses a playing field in today's market. Take a minute to leave a review, it makes a difference!
Reputation's CMO, Liz Carter, recently spoke with Google's Lisa Landsman about the importance of location-level reviews and the role they play in the customer decision making process🤩 Thank you for chatting with us, Lisa!
Platform businesses are redefining the customer service game with novel ways of reaching customers. In this blog, Joffey Chandy digs into what's fueling this insane success story of the marketplace economy.
"Customer-Centricity"
A 60% increase in online sales profitability!
What is the difference between e-commerce brands that achieve this and the rest of the market?
They elevate their customer's voices to be the loudest in every room, in and around the brand!
Focusing less on insights from the never-ending list of tracking and ''behavior" solutions in the stack and answering growth-led questions like:
“How can we effectively reach and engage with our customers at the right time so we convert more"
It's okay here’s how: 7 Steps to Real Customer-Centricity.
Personalized guided selling
It simplifies product selection, and fostering engagement. Engage with customers where it counts most in the buyer journey!
Operationalize customer empathy
Walk a mile in their shoes or better yet, run a marathon and feel their blisters.
Hire for customer orientation.
Seek people who truly understand and care about customer needs.
Democratize customer insights
Hoarding data limits your growth, employees won't run at the sight of bad metrics and spread it around like company gossip, is just more useful.
Facilitate direct interaction with customers.
Bridge the gap. Cliche but holds true “People don’t just buy products, they buy into people.”
Link employee culture to customer outcomes
Align values so that delivering great customer experiences feels like second nature.
Tie compensation to customer success.
Reward results that focus on customer satisfaction and loyalty. Who are the true ambassadors of your brand?
Let’s connect! Learn more at Outfindo.com. #CustomerCentricity#Leadership#Ecommerce#GuidedSelling
What can you achieve with an optimized post-purchase process? 🚀
With #Rush’s setup, you’ll enjoy:
👉🏻 Automated customer communications.
👉🏻 Fewer support tickets about the order status.
👉🏻 Enhanced customer self-service.
👉🏻 Automated collection of product reviews.
👉🏻 Increased cross-selling opportunities.
👉🏻 Higher customer lifetime value.
👉🏻 Boosted store revenue.
Experience these benefits with Rush.
🔗 https://bit.ly/4aKsTaW#Rush#RevenueGrowth#CustomerRetention#EcommerceSuccess
🔥 From Frustration to Prioritization: Driving Data-Driven Decisions with Unwrap 🔥
Back when I was an engineer at Alexa, I often found myself frustrated when we’d scramble to fix an issue simply because our VP experienced it. There were always plenty of user complaints, but without clarity on what mattered most, we couldn't prioritize effectively and we were just stuck listening to the loudest voice in the organization.
That’s why I’m excited to see how we’re solving this problem for teams like Jon Rhome's at Citizen.
As Jon said:
“It’s one thing for someone in an organization to point to a specific support ticket or app store review and say, ‘Look, this user is having a problem.’ It doesn’t carry enough weight. But if you’re able to point to a dashboard that shows hundreds of users are having a similar problem, that really motivates the organization to prioritize correctly.”
With Unwrap, we’re turning scattered data into actionable and measurable insights, helping organizations see the big picture—and prioritize what’s truly important.
#DataDriven#CustomerSuccess#Prioritization#AI#Unwrap
Keeping a close eye on customer feedback is a significant—but essential—undertaking for any product org. A process, Jon Rhome, head of product at Citizen is all too familiar with.
Read what happened when his team partnered with Unwrap to consolidate feedback data from disparate sources.
⚠ Spoiler alert ⚠ It was a good decision.
Read the full case study: https://lnkd.in/e6YCNyb3
How do you maximize the value of each customer interaction? Understanding customer lifetime value is essential for driving sustainable growth on platforms like Amazon. The article highlights practical strategies that can transform occasional buyers into loyal customers, fostering a relationship that benefits both parties.
Investing time into customer engagement can significantly boost retention rates and enhance overall satisfaction. One standout approach is to leverage data analytics for tailored marketing efforts, ensuring that your message resonates with each unique shopper. Additionally, encouraging customer feedback can open doors to improved offerings and service adjustments.
What strategies are you implementing to enhance customer loyalty? Let's exchange ideas and elevate our practices together! https://lnkd.in/gaWVDNtm
Curious how some brands are always a step ahead? 🏃 From anticipating customer needs to building features that set them apart from the competition—they always seem to ‘get it.’
That’s because they actually listen to customer support feedback and use it to improve their products.
But, this is easier said than done—most companies simply have too many silos.
So, we spoke to professionals who have expertise in running efficient Voice of Customer programs—and using insights from these programs to deliver product excellence.
Check out what they have to say: https://lnkd.in/g3938wKS
✍️ Nidhi LohiaStephanie Ouellet, MBA | Karen Lam | Dave Seaton | Siobhán James | Felisha Wirtshafter | Kristin Sprows | Vinay D.
It was a fun conversation! Thanks for having me, Liz Carter!