To take control of your reputation, your business must manage every key touch point along your customers’ journeys. Improving your CX and engagement with reviewers will demonstrate your high commitment to service quality and boost your positive ratings. To further boost your positive reputation, Stepmiles will train your team to strategically deter negative feedback.
With a strategic approach, your positive ratings and social engagement will influence Google in ranking your business in the top three local search results and your customer review snippets will become visible to your audience. As customers find and interact with your endorsed content, more positive reviews and conversions will follow.
How and when you respond to customer reviews are also essential aspects of your reputation management strategy. Timing is key, especially when addressing negative feedback. If complaints are left unanswered, customers will interpret that as you not caring about their issues, and more negative feedback will follow. Take a systematic approach to responding to customer reviews. Stepmiles will provide you with a solid strategy and roadmap for staying alert and intelligently responding to diverse customer feedback scenarios. We’ll ensure the proper implementation of privacy, industry regulations, and best practices.
Our onboarding and training sessions are designed to equip and get your cross-functional teams ready to stay on top of customer feedback and to generate more representative ratings that impact your digital operations.