The Voice of the Customer Has Never Been More Powerful

 

As an overprotective father, worried about my family getting too much sun, I spent an hour reading online reviews on Amazon about beach tents. Thanks to all of the online reviews, I now own an awesome beach tent, and we love it!

This is the same way I make our healthcare, auto, banking, mortgage, home services, and almost all of our other purchasing decisions.

In fact, 88% of consumers are like me and trust online reviews as much as recommendations from personal contacts.

Word-of-mouth has transformed into digital word-of-mouth (online reviews), and customer satisfaction has, once again, become the #1 thing a business needs to focus on.  In this new digital world, customer satisfaction takes a back seat to the deal of the week or latest marketing initiative to drive more new customers-  ineedmorenewcustomers.com

Ironically, the #1 most trusted form of advertising is still word-of-mouth, but less than 30% of businesses are measuring customer satisfaction.

The challenge for businesses with measuring customer satisfaction is there has never been a real-time digital and mobile friendly solution that also delivers digital word-of-mouth. The Promoter Strategy solves this challenge.