Join ReviewTrackers' customer experience team as we talk about what your business can do to improve customer experience, quantify CX with metrics, and improve your word-of-mouth marketing. This class is an overview of all things customer experience, online reviews, and customer feedback. Find one positive and one negative online review of your favorite restaurant and write a response to each. Then write a report detailing operational changes you would make based on those reviews
Our videos will cover:
- The impact of customer experience on your brand reputation.
- How to connect with brand advocates.
- How to build customer loyalty.
- Making sense of loyalty metrics like NPS.
- How to respond to customer reviews.
Why does customer experience matter? According to Gartner, CX innovations account for half of product investments. Customer-focused companies are more profitable. And customer experience is a key differentiator among brands. Don't believe us? Ask Apple, Southwest Airlines, and Chick-Fil-A — all companies that have overtaken the leaders in their markets simply by focusing on the customer.
Want to be customer-focused? Make it official by taking this course.
Put your knowledge to work! Pick one of your favorite places to eat and read through its reviews on Google, Facebook, and Yelp. This will give you an idea of what other customers (not just you) think about the establishment.
Find one glowing review and one negative. When picking a negative review, look for one where the reviewer expresses a frustration that you've noticed in other reviews (this will help you with the last part of the project where you need to recommend an operational change for the restaurant).
