The Customer Experience Management Guide: Improve CX Strategy

Eric Welke Customer Experience, Guides, How to & Tutorials, Online Reviews, Reputation Management Leave a Comment

“Well, I’m never going there again.” Those are words you hope to never hear regarding your business. It can, unfortunately, happen. That phrase is proof positive that your business failed in its mission to provide a quality experience. You spent years of your life learning and developing your skills but sometimes the customer’s experience can fall short based on something other than those skills. These negative experiences, for the sake of your business, are hopefully few and far between. If they do happen though, there are steps you and your employees can take to make sure they don’t happen often. These steps are not a list of best practices, but rather a guide on how to be intentional about each interaction with prospective or current customer, patients and clients. By being more intentional you can improve your business’ overall quality and reputation. In short, it is a guide on why …

How to Respond to Negative Reviews & Feedback

Eric Welke Best Practices, Guides, How to & Tutorials, Online Reviews, Small Business 2 Comments

Receiving a negative review online can be humbling for your business and even you. Negative reviews can come in all shapes and sizes…from constructive criticism to an angry customer who doesn’t necessarily seem angry with you but rather they seem upset with life and are taking it out on you. Unfortunately, this is all apart of life and owning a small business. Don’t brush off the reviews and hope there will be no impact based upon one person’s opinion; instead, respond to each review written about your business. Don’t just respond to the negative, but the positive reviews as well. A simple ‘Thank you’ or ‘We are thrilled you are enjoying our services’ can make the reviewer and other readers’ respect that you are concerned with customer satisfaction and not just focused on challenging the negative aspects of your reputation. While it is important to respond to the positive reviews, …