Customer Experience News & Trends

How important is your online reputation?

It’s time to start managing your online reputation. Here’s why:

Almost three-quarters of online customers trust the recommendations and opinions posted online – no matter who wrote them, a Nielsen Global survey found. What’s more, 90% of online customers trust recommendations about companies from people they know.

You want to be aware of what’s being said about your company and/or contact center online – and manage that reputation.

The first step: Open your online ears. Many technology companies now offer software to monitor blogs, consumer and opinion sites and social media outlets for mention of your company.

Once you identify conversations or posts involving your company, products or services, reach out to customers. Let them know you’re from the company, offer to help and ask for a way to contact them outside of the online public venue.

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