Not Convinced? When 90% of Customers Say Buying Decisions Are Influenced by Online Reviews? REview


Doctor, Baker, Cabinet Maker: Sounds like different jobs but actually they’re all the same. It used to be enough to be the best car repairman, the finest physician, the most talented baker to be successful.

Not anymore.

With the explosion in review sites such as Yelp!, Health Grades, Google Reviews what your customers/patients say about you is as important as the actual service you provide. How many of you check out a hotel on TripAdviser before booking your trip? How often do you read product reviews on Amazon before making a purchase? HealthGrades multi-million dollar ad campaign is changing the way people search for physicians.

It’s all about customer service and I have to be honest- I like the shift. I like the ATT tech who gives me his cell number- and actually answers it. I appreciate the physician who provides free wifi to make the wait more productive. And I value the personal phone call from a Bloomingdale rep letting me know my favorite makeup is on sale.

This video from RockStarCustomerService is worth watching. And pick up a copy of the Nordstrom Way, a quick read on how Nordstroms perfected the art of customer service.

We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. ~ Jeff Bezos


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