Feedback Management
Fake online consumer reviews : news and solutions
Over 88% of consumers now check customer reviews before a purchase and 84% trust them as much as advice from their loved ones. According to the french General Directorate for Competition Policy, Consumer Affairs and Fraud Control (DGCCRF), in 2013, around 45% of all consumers reviews contained anomalies. Nearly one in two consumer reviews could therefore be fake! What does the law say? [...]
How to effectively monitor your online customer reviews
After each interaction with your company, your customers have an opinion on the experience you provided. Some keep it for themselves or share it with friends and family, while others will let you know what they're thinking in real time. But in most cases, customers prefer to express their views online, be it on third-party consumer opinion sites or on social networks. The trouble [...]
3 customer satisfaction indicators you need to monitor now!
Many indicators can be used to measure and monitor customer satisfaction. But which ones should you favor? These are the three most important customer satisfaction metrics and their variants you should set up now in order to fully track your customers' satisfaction over time. 1. Overall satisfaction score The overall satisfaction score is often one of the first indicators people think of [...]
Should you be afraid of customer feedback?
Customer feedback is thriving: 31% of consumers give feedback at least once a month on the products and services they have bought and 88% read customer feedback online before making a purchase. Where companies are concerned, the voice of the customer is so valuable, some no longer hesitate to invite a selection of randomly picked customers to their strategic meetings in order to integrate [...]
A comprehensive guide to feedback management
Gathering customer reviews has become a priority for many retailers, well aware of the impact of customer feedback, not only on their brand image, but also on the performance of their sales outlets. But customer feedback management does not just mean actively listening to your customers. It also means analysing their feedback, processing it and integrating it into your strategic and operational [...]
Customer feedback: why fashion brands can no longer afford to ignore it
Etam, Undiz, 1.2.3, Jennyfer, Aigle and Catimini are just some of the brands that rely on WizVille to gather customer feedback both in-store and online. In the apparel industry, the popularity towards the customer feedback solution which allows brands to capture customer reviews in real-time, is forever growing. "In comparison to other sectors such as large-scale distribution, where only [...]
3 ways to improve your SEO using customer feedback
Customer feedback has a bigger impact than ever on the visibility of sales outlets and brands online. According to the 2016 Local Search Ranking Factors report by Moz, customer feedback is now one of the 5 main factors which influence a brand's positionning in Search Engines. No matter whether you have an e-commerce platform or a showcase site, the more [...]
Customer focus is the new weapon of choice for local stores and service providers
After several decades of decline, 62% of the French population now visit local stores on a regular basis, following a steady 10 point rise in the penetration rate between 2009 and 2014. If this newfound momentum can partly be explained by France's ageing population and a growing environmental community advocating local consumption and less car travel, it can also be attributed to local residents' [...]
Customer satisfaction surveys : 8 tips to double your answer rate
More and more businesses are collecting customer feedback after in-store purchases, but many are disappointed by the low response rates they achieve : 5 - 10% on average for phone surveys and 10 to 15% for email surveys. Such low response rates cannot accurately reflect the realities of customer needs and do not offer solid enough foundations to make business decisions with [...]
