By: Customer’s Poet
In a world where content reigns supreme, it’s no wonder why candid customer reviews are held as golden. It’s a fact that online reviews, recommendations, and social media followings are crucial to a business’s survival. They aid us in deciding where to go and what to buy. According to surveys by Nielsen, 68% of people rely on online reviews; while 93% of Yelp visitors decide rather or not to make a purchase after visiting the site. Three out of four consumers surveyed by Bright Locals said that positive customer reviews make them trust a business more.
Considering this and the fact that many customers are more likely to leave a negative review than a positive one, some companies have taken customer reviews into their own hands. Based off of our research, this is what we found.
We love GoDaddy, in fact, we are a customer. Yet, after coming across this phrase multiple times, we wanted to know: 1) Are these reviews real? 2) Did the customers receive a discount for leaving these reviews? and/ or 3) Is this an ad to promote Go Daddy?
While we love to see companies honoring their Customer Service Difference Makers, it’s hard to remain silent when Home Depot’s mix customer reviews do not match. Seems customers are consistently venting about poor or no customer service. While the home improvement giant continues to post images rewarding its employees for excellence customer service. What’s really going on?
Time Warner Cable
Thinking back to Super Bowl 50, as many customers complained their cable services did not work, Time Warner decided to spend millions on commercials stating customer service was a priority to them. Instead of allocating those funds to improve customer service itself. Fast forward a few months and again TWC is the topic of discussion among Congress for poor customer service. How ironic.
As always be smart, be savvy, and be well equip.
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