A guest post by product and services strategist Margo Dwight - exploring the power of questions to understand the benefits enjoyed by your customers.
Reputation management helps businesses remove fake or unfair appraisals. Replying to reviews engages customers and shows you care. If specialists review your products and services, you can bask in their glory.
But it stops there. Reputation management cannot improve your customer experience.
Customer experience management
- – Deciphers customer feedback to pinpoint issues.
- – Fixes issues in your existing offer.
- – Influences new products and services.
- – Continues to deliver compelling customer experiences.
The difference between managing reputation and customer experience
Reputation management can give sales a lift. Customer experience management lengthens the life of your products and services.
By boosting sales without fixing issues, reputation management can increase complaints. Customer experience management generates loyalty.
Reputation management paints a rosy picture. Customer experience management gives you superior performance.