Online Reviews: A Double-Edged Sword for Businesses
Joe reveals that 67% of consumers are deterred by negative reviews, yet responding within 24 hours can increase rating upgrades by 33%. Joe says, "Engaging with criticism transforms detractors into advocates," showcasing commitment to customer satisfaction. Reputation management is a continuous process, turning feedback into a powerful marketing tool.
Reputation CEO Joe Burton on Real-Time VoC: Enhancing Customer Experience
Joe says, "Real-time VoC feedback allows businesses to swiftly address issues," fostering continuous improvement and enhancing customer satisfaction. He highlights the need for a customer-centric culture and strategic use of AI to transform feedback into actionable insights. Real-time feedback empowers frontline employees to make informed decisions, improving responsiveness, customer loyalty, and overall business performance.
Reputation CEO Joe Burton Shares Insights on What Makes a Great Company
Joe highlights three qualities of great companies: active listening, relentless accountability, and top-down transparency. To assess a company's culture, he advises meeting multiple employees, asking about values, and consulting former staff. Red flags include a constantly changing mission, high employee attrition, and isolated leadership. These insights aim to guide job seekers toward fulfilling and stable employment.