Great atmosphere, friendly and responsive staff, desirable product — you’ve pretty much perfected the customer experience. Or so you think. After purchasing your product, using your service or exiting your doors, only a handful of your customers take to the internet to share their review. This is a problem. Reviews help you know how your […]
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Use Review Monitoring to Check Covid Compliance
As a business owner or administrator, you know the risks of noncompliance with Covid-19 regulations. From fines to the danger of a potential outbreak traced to one of your locations, it is important to manage risk by becoming compliant with external Covid regulations, as well as developing your own internal Covid protocols. Another factor that […]
The Downside of 5-Star Google Reviews
So, you want 5-star Google reviews. You’re not alone. “5 Star Google” has been identified as a top internet search related to reviews and brand reputation. Most people think an overall 5-star Google review score will build trust, indicate excellence, and bring in new customers. But what if a 5-star Google review rating isn’t the […]
Why Review Response Management Matters In Retail & Grocery
Local retail and grocery stores have long had a local advantage. In the past, nearby customers were guaranteed to shop at their locations—regardless of their online presence or reviews. Proximity was king. However, relying on local customers unconditionally is no longer a reliable business model. Local choices are growing in many areas, the COVID-19 pandemic […]
Google My Business Shifts to Google Business Profile: How It Will Change Your Business
“Moving forward, we recommend small businesses manage their profiles directly on Search or Maps. To keep things simple, ‘Google My Business’ is being renamed ‘Google Business Profile.’” Matt Madrigal, VP/GM Merchant Shopping Google Has News For Local Businesses The Google My Business tool, which has evolved from other tools over the years, will now be […]
Why Online Review Responses Need To Be On-Brand
Recently a story about a LEGO customer service email went viral. In it, the writer marvels at the whimsy and delight of a customer service agent’s response to the brick woes of their customer, left with missing pieces! You can read the full email in the article that made it famous, but let’s just say […]