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.
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.
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.
We are moving towards – if not already in – ‘Experience Marketing’, where consumers want to be actively involved with your brand. As a result, consumers will become your advocates. People are readily sharing their experiences of a brand, product or service through digital channels.
As a result of digital platforms where every consumer has a voice, consumers are becoming key influencers in the purchasing process, with research showing that 88% of consumers trust online reviews as much as family and friends! (BrightLocal)
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.
Outsourcing your online review management or keeping it in-house isn’t a decision to make lightly. Both have their advantages but it’s important to know what to expect before you commit to doing it yourself.
With the endless amount of review sites and social media platforms popping up, the job of online review management has become a multi-faceted experience that now includes areas such as: monitoring and responding to online reviews and posts, replying to customers on review sites and generating positive reviews. With everything that is included in review monitoring, the process of incorporating it efficiently into your business and aligning it with your goals is almost impossible; without the right tools in place.
Part of the problem with measuring customer satisfaction for car dealerships is that the areas that lead to dissatisfied customers are often subtle and difficult for staff to pinpoint.
53% of recent new car buyers claimed that dealership testimonials and reviews were an important factor in the car buying process – with just over half (51%) for recent used car buyers.*
As car shoppers do more online research and engage with other customers before making a decision to head into a dealership, online reviews can be gold. Many dealerships use digital channels such as email marketing, digital advertising and social marketing, but when it comes to the final decision of which dealership to actually visit, positive online reviews can be the deciding factor in tipping the balance.
- Car dealers are a common sight in most towns and cities; there are so many to choose from. And choosing the right one can be a tricky task.
- Buying a car is often a major purchase, and yet only 7% of UK consumers claim to trust used car dealerships*.
These are the facts that emphasise the importance of car dealership reviews.