There came a day, when a brilliant idea is shared, and I dropped everything else I was doing.
In September 2011, a call came from the CEO of one of the fastest-growing Internet Marketing Companies. He had a simple problem:
- The online reviews were negative.
I have been a happy customer of his company for years, and I knew the reviews were not reflective of the true excellence of his company. So I looked around, and:
- The place I bought my car had negative reviews online.
- The place I bought my dishwasher had negative reviews online.
- The place I bought my mattress had negative reviews online.
In each case, I had an excellent customer experience. Then it dawned on me:
- Why was I, the happy customer, staying silent?
The answer is that no one asked me to share.
While complainers are complaining, happy reviewers are staying silent. This is found over and over again to be true…read this article in the New York Times for a similar story.
- Collect feedback from everyone.
- Privately handle the issues professionally.
- Ask customers to share.
- Negative situations are turned to positive.
- Positive reviews are proliferated online for potential new customers to see.
This is classic customer relationship management in the new age of online reviews.
Stay tuned for our series of posts on why online reviews matter.
Call us at 877 9REVIEW if you have any needs or questions.
Ron Laughton, CEO