While a coffee bean may not be an effective substitute for a headlight, JudgeService research has found that, along with car mats, they serve a much more important role in a dealership than you may think. So much time is invested into the obvious areas of customer service that the finer details are often neglected. But this could be the difference between a glowing dealership review and a mediocre or negative review, and the glowing reviews are what get your next customers through the door. Not only that, but the reasons customers leave positive feedback are what gain their loyalty.
Let’s talk about astroturfing. The number of articles available about artificial turf is surprising, but before I lose you, this isn’t one of them. Astroturfing is when a brand presents a testimonial about their products or services under the guise of a real customer. They believe they are doing their reputation a favour, but are they really? Merchants are clamping down on this behaviour, including Amazon who sued 1000 fake reviewers in 2015. More recently, they have filed lawsuits against their own customers, the sellers, who use them. Is it stopping people though? They are still being sold on auction sites, and unfortunately, every business pays the price as some consumers are losing faith in the experiences they see shared online.
Earlier in 2018, we saw Facebook change business page privileges –affecting follower and engagement numbers –pushing many B2C companies to either invest heavily in Sponsored Social Ads or do something else. A few thought it was the beginning of the end for social but even after the controversial shift, Zuckerberg’s contrivance made £9.2 billion in Q1 of 2018 alone. * Another gigantic platform, LinkedIn, has seen its revenue increase by 37%, reported in April 2018. ** Which can only mean Social Media, in its entirety, is still a powerful marketing tool.
JudgeService is continually analysing data to discover the key drivers of customer care, retention and what turns car buyers into what we call raving fans, those people who are extremely likely to recommend a business.
The result of surveying customers for over six years has seen us being able to analyse hundreds of thousands of rows of data and verified answers and, with the help of data analysts and ‘the Voice of the Customer’ we have been able to bring this data to life.
The availability of unbiased reviews about local companies, to help customers make the right choice, has never been more important.
Verified ratings and reviews can drive conversion and quicken the purchase journey. Customer interactions can actually convince prospects at that critical point of purchase.
At JudgeService we believe in trust, and as an independent review provider we are dedicated to bringing unbiased, honest and accurate customer reviews. Clients can choose to use our research for internal purposes only but where we publish any reviews we publish them all – good or bad. Reviews are published on Google, Facebook, our client’s websites, our website, and across numerous strategic partner websites.
Traditional British reluctance to complain about poor service is being swept away as multiple internet channels enable consumers to become more ‘opinionated’. It’s not realistic to expect everyone to be happy and bad reviews lend credibility. And companies should learn to see the value in negative comments.
Negating a negative is a genuine thing and, of course, two negatives make a positive! At JudgeService, if you choose to publish your testimonials, we publish all of them (unlike some other review providers that cherry pick and only show the good ones to fudge the results).
Even in this day and age, there are still companies who don’t collect feedback. Here, we look into why this can have an adverse effect on your business.
All businesses, no matter the size, should be collecting feedback as standard.
A Picture speaks 1000 words.
And what better picture to share than the moment the keys are exchanged for a shiny new car!? Now you can snapshot your handover, get a star review instantly and share it with the world! With JudgeService’s Snap ‘n’ Share this couldn’t be simpler, with customers being able to give you an instant star rating at the touch of a button.
Customer experience is how customers perceive their interactions with your company.
So why has customer experience become such a hot topic today? We are in an era where trust is at a premium, consumer expectations are higher, word of mouth travels faster. Word of mouth is one of the most powerful tools a company can wish for today, and in this digital age, customer’s opinions are available instantly, through social media, review sites and search engines.