You probably already use your five-star reviews in your promotional activities to show current and future customers your ability to offer an excellent experience.
However, just because a review has a five star rating, its accompanying customer testimonial doesn’t always really suit what you’re trying to promote. Luckily, we can help improve the business impact of your reviews.
During the search for your products and services, potential customers rely heavily on reviews to guide their buying decision. The influence of a specific review may be more or less effective, depending on its match with their step in the buying process.
Applying review metadata about review topics is a fundamental principle of generating our actionable insights. This same metadata can be used for filtering reviews.
Filtered five-star ratings and texts can be displayed in on-site review boxes to promote your brand. Place these strategically on the key pages where customers need a little encouragement and watch as more of them keep going all the way to the checkout.
Reviews don’t just comment on what’s happened; they often indicate whether or not a customer will shop with you again.
These reviews can be filtered again, based on set phrases or topics including customer intent to buy or recommend. So let’s say one five-star review says ‘I would recommend buying here again’. You can find reviews like this, extract them, and use them again in your marketing assets.
By filtering reviews, you can also target a customised audience made up of the customers who share a particular review trend.
For example, let’s say you have a lot of reviews which say ‘I always shop with this company’. You can find these reviews, get the email and name of the people who left these reviews, and export these customer details into your marketing system.
Now you can tailor marketing messaging to these satisfied customers, perhaps with offers or recommended products. This can encourage your customers to stay true to their word and keep coming back for more.
A happy team is a better team. Yet often we tend to focus on the negatives and how to improve them, rather than praising people for the positive work they do.
We help you identify the most positive customer feedback, where particular employees, stores, services or locations are mentioned. These success stories can then be used however you want to praise those inspiring members of your team - whether this is in presentations, board meetings, or the company intranet. It’s a quick way to show your team that they’re doing a great job.
We tailor our solutions to suit your business requirements for customer experience insights. Typically, we present our analysis and findings in PowerPoint, and where relevant you will be granted access to the interactive CXI reporting platform.
Our insights are powered by highly customisable solution components from our partners. The specific characteristics of your customer feedback are captured by the natural language processing platform from Lexalytics - and the visualisations are created using the Tableau business intelligence platform.
We collaborate with extensive involvement from key stakeholders in our client organisations, to ensure both quality and buy-in on the insights.
Depending on expertise needs during our engagement, we can bring in key competencies from our partner network - be it your decidated Customer Success Manager or other experts when it comes to analysing and reporting on your customer feedback.
Our solutions are delivered and charged as a mix of consulting hours and subscription services.
