The Top Trends in Technology at SXSW
MARCH 17, 2017
South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW.
Customer Service vs. Customer Experience: What’s the Difference?
MARCH 20, 2017
So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda. They’re creating new positions within their organizations and hiring customer experience representatives. They’re making CX software part of their investment priority.
How to Respond to a Negative Review
MARCH 19, 2017
“No business is immune to a negative online review.”. Even those with a 5-star reputation receive the occasional scathing comment from a customer-turned-critic (or a bitter ex-employee-turned-hater.).
How U.S. Bank Successfully Keeps Track of Reviews
FEBRUARY 23, 2017
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
SXSW Interactive Parties: Meet ReviewTrackers at These Events
FEBRUARY 22, 2017
South by Southwest (SXSW) will take place from March 10 through March 19, 2017 in Austin – and we here at ReviewTrackers are thrilled to be taking part in this epic event with an event of our own, The Customer Social. SXSW offers the most unique industry convergence of music, film, and technology.
In Finance, Customer Service Can Make (or Break) Your Company’s Reputation
APRIL 4, 2017
Reputation is a powerful business currency in banking and financial services. But reputational crises continue to encumber firms. In a survey by Ernst & Young, respondents said reputation was one of the most important factors in deciding whether or not to trust a financial services provider.
Why Ford is Building an Engaging Customer Experience
MARCH 1, 2017
In case you haven’t heard, there’s a shift taking place in the automotive industry. After a century of the car being the center of the American dream, a symbol of individual freedom , automotive manufacturers are facing a new challenge.
Customer Success Story: Nicklaus Children’s Hospital
MARCH 6, 2017
There is a vital shift happening right now in healthcare. People are bringing technology-fueled expectations to their patient experience, and they are demanding innovation in the way care is delivered and managed.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
Patients More Likely to Review Their Doctors After a Negative Experience
MARCH 8, 2017
Healthcare consumers are more likely to review their physicians on online review sites after a negative patient experience, according to research by customer feedback software company ReviewTrackers.
Equal Pay Day at ReviewTrackers
APRIL 4, 2017
We Stand For Equal Pay. In the U.S., women earn about 76 cents per dollar earned by men on average, but the causes of the gender pay gap are a bit more complicated. Empowering Women in Tech.
How Sustainable Businesses Drive Customer Loyalty
APRIL 6, 2017
Not all consumers are passionate about the environment. The consumers who are, however, care about how your company invests in environment-friendly practices. According to a survey by Pew Research Center , 74 percent of adults in the U.S.
Understanding Customer Experience Management
APRIL 17, 2017
It’s one of the phrases that have risen to the top of many a business agenda. A rapidly growing amount of companies and executives are talking about it, to be sure. And its place on businesses’ lists of investment priorities is higher than ever. . What is Customer Experience Management?
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
How to Create a Customer Experience Strategy
MARCH 14, 2017
A consumer scrolls through the first search results page after typing in “insurance agents in Chicago” in the familiar rectangular Google search box. He clicks on your agency’s website. He calls the number listed on the homepage. It’s 2 p.m. on a Wednesday, but no one answers.
The Best Reputation Management Software: 4 Features to Look For
FEBRUARY 21, 2017
If you’re looking for a tool or software product to help you protect, manage, and build your company’s reputation, you’ll quickly realize that there are so many providers to choose from. You’re in a big, rapidly growing market, and it can be challenging to try to narrow down your choices.
Local Search and Online Reviews Survey 2017
APRIL 10, 2017
Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing.
Learn from Wells Fargo
APRIL 27, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
The Importance of Ethics and Customer Feedback Platforms
APRIL 20, 2017
Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a note about the importance of the existing customer feedback platforms. Subscribe to receive these stories and more every week in your inbox.
Learn About the Importance of Innovation at the Healthcare Marketing & Physician Strategies Summit
APRIL 19, 2017
The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas.
Reviewer After United Airlines Incident: ‘Don’t Take This Airline’
APRIL 13, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane.
McDonald’s Launches Experience of the Future Plan
APRIL 6, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: McDonald’s Experience of the Future plan will reshape the company’s customer experience.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
The Future of Banking
MARCH 30, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: What does banking of the future look like? It will be all about customer relationships.
Relationships Are a Result of Customer Experience
MARCH 23, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a reminder to keep the customer at the center of the banking experience. Subscribe to receive these stories and more every week in your inbox.
4 Social Media Monitoring Tools for Tracking Your Brand
MARCH 21, 2017
Given the realities of today’s customer-led market and real-time customer feedback , it’s more critical than ever for brands to track, monitor, and listen to what customers are saying online. It’s not always easy, however, to get a handle on what they’re saying — and where they’re saying it.
Relationships Matter in Customer Experience
MARCH 16, 2017
Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Customer experience writer Blake Morgan notes that the companies that build personalized relationships will succeed.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
Yelp and Facebook Reviews Differ in Emotion, According to New Study
MARCH 9, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: reviews on Facebook are more emotional compared to reviews on TripAdvisor and Yelp.
Google My Business Bulk Location Feature for Multi-Location Businesses
MARCH 9, 2017
If you have a multi-location business, then time is of the essence. Marketing efforts should always be leveraged to work across every unit for cost and time efficiency, and to ensure brand alignment.
Reviews Posted by Patients Trends Upward, According to New Study
MARCH 2, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The amount of patient-written reviews is increasing over time. Subscribe to receive these stories and more every week in your inbox. Email *.
When Responding to Online Reviews, Keep HIPAA Guidelines in Mind
FEBRUARY 23, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Healthcare companies can violate federal law when responding to online reviews if they are not careful.
What is HCAHPS? What You Need to Know About Healthcare’s National Patient Feedback Survey
MARCH 29, 2017
In healthcare, online review sites and social media have quickly emerged as one of the most heavily used platforms giving voice to patient feedback.
What Makes a Successful Customer Experience Leader?
APRIL 24, 2017
I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions.
The Human Experience (HX) – the result of all other experiences
APRIL 4, 2017
There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings.
Customer Experience Labs: Your Strategic Weapon
MARCH 30, 2017
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.