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Learn customer service strategies from other companies

When it comes to your company’s online customer reviews, sometimes you have to sift through several bad ones to get to the good ones. Occasionally, you might come across a truly ugly one that makes your blood boil, but how do you respond? With anger or love?

Companies, whether small or large, need to be at the top of their game when responding to customer feedback. This requires them to be prompt, witty and gracious. The goal is to earn public approval with exemplary customer service. Take a hint from these businesses in learning what to do and what not to do with your customer service strategy.

Here are the good, the bad and the ugly examples that represent some dos and don’ts of customer service.

The good: An example of a company doing it right

JetBlue is scoring points with customers due to its awesome customer service track record. The airline is serious about pleasing its customers and is willing to go the extra mile for a positive review. The company has more than 1.8 million followers on Twitter, more than 1 million likes on Facebook and hundreds of positive reviews on Yelp.

A tactic that JetBlue employs is that it doesn’t leave its customers hanging. The company responds to complaints and feedback quickly – most times within 10 minutes. The airline doesn’t stop there; it works toward surpassing customers’ expectations. For instance, when one customer, Alexa Burrows, was flying home to Boston, she went on Twitter to express her happiness about arriving home and jokingly tweeted for JetBlue to throw her a welcome home parade. JetBlue’s Twitter team sent a message to the Boston airport staff to throw Alexa a welcome home parade when she arrived, which they did. How awesome is that?

One secret to JetBlue’s top-notch customer service is that employees engage with customers cleverly, using their wits and creativity. They can’t make everyone’s wishes come true, but they do selectively respond to the online comments that provide an opportunity to add value to the company.

The bad: An example of a company doing it wrong

American Airlines is doing it wrong and customers are noticing. The airline is known for its over-the-top positivity, even when its optimistic responses don’t make an ounce of sense.

Customers suspected that something was up when American Airlines kept replying to customer complaints on Twitter with repetitive, upbeat responses. No matter what the commenter said, American Airlines replied with something along the lines of “thanks for your support.” Confused customers quickly got on Twitter to tell American Airlines that the jig was up and that robo-tweeting is lame.

Sending automatic responses is tricky. In the case of American Airlines, the automated responses didn’t make sense in the situation. The lesson: Have robotic responses, but also have humans to address the public when the situation turns sour.

The ugly: An example of a company doing it really wrong

If you are running a company, your first priority is to satisfy your customers, especially those who dislike your company. One restaurant’s response to a negative online review provides a perfect example of how not to treat your customers – ever.

The chef at Pigalle in Boston lost his cool when a patron lambasted his cooking skills on Facebook. She wrote that the pumpkin pie tasted like vomit and that it wasn’t worth the price she paid for it: $200. Instead of offering a free meal or refund, the chef responded viciously and rudely – with several expletives. It took some time – and a public and very nasty online exchange – but in the end, the chef realized his mistake and made amends with the miffed customer. Let’s hope he learned his lesson and leaves the “angry chef” gimmick to Gordon Ramsay.

Regardless of what a customer says about your company, you have to handle it with grace. If you do anything else, the entire Internet may turn against you – and ruin your company.

Responding promptly to online reviews and complaints is an important step in providing terrific customer service. It’s also extremely time-consuming. ReviewMaxer is an online review management software application that helps companies manage customer feedback and also improves their online reputation. ReviewMaxer efficiently monitors, collects and promotes your online reviews from one central dashboard. Sign up for a free demo to see how this cloud-based software can save you time and protect your company online. Read the ReviewMaxer blog for more tips on how to handle negative reviews and how to get your company at the top of search listings today.

 

Photo credit: 123RF Stock Photo

Written by: Paul Cook


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Reputation management software helps companies hear what customers are saying

In the real world, you hope that your satisfied customers would be kind enough to spread the word about your services or products. Unfortunately, you have no way of knowing if your customers actually use the power of their voices to tell others how amazing your company is.

But you can find out if they spread the word virtually. Customers are frequently leaving feedback on popular review sites such as Google+, Yelp and TripAdvisor for the entire world to see. Have you researched your company online? Did you know that 87 percent of people will not choose your business if it has a one- or two-star rating and/or several negative reviews?

Why your business needs online review management software

Through review managing software, you will be able to give your customers a voice. The concept is simple: After they do business with you, customers will receive a notification to review your company. With positive reviews, they will have options to post their feedback on the most popular and trending review sites, earning your business recognition and trust among consumers. And here’s the best part: If customers leave negative reviews, the software conveniently provides them with options to post on lesser-known review sites.

Reviews aren’t the only thing you should be concerned about; the stars play an important role too

Would you eat at a restaurant with a three-star rating? If given a choice, you would most likely select another one with a better rating. A three-star rating only convinces 57 percent of people of the credibility of a business, and most customers will pass on anything below that. Here’s the kicker: A business with a four-star rating will entice a whopping 94 percent of consumers.

What happens if your business has negative reviews?

According to researchers from Cornell University, unfavorable reviews can mean the death of your business. It’s harsh, but research doesn’t lie. New businesses are especially at the mercy of customer reviews if they want to remain in the race, but all business owners should seriously consider investing in online review management software to help them encourage positive feedback to counteract the negative reviews.

Don’t gamble with your business’s future!

It’s critical to manage and control online reviews and complaints on your business in order to protect your reputation. It’s also useful to increase your company’s star ratings and positive feedback on review websites to grow awareness of your brand. ReviewMaxer can do both. This powerful, cloud-based software provides its users with a proactive review strategy to quickly and easily manage reviews and comments from more than 500 sites. Sign up for  a demonstration to see how the ReviewMaxer software works and read the blog for more tips and resources to protect your company’s reputation and increase consumer recognition and trust.

 

Photo credit: 123RF Stock Photo

Written by: Paul Cook


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