Why is word of mouth so powerful? (a little technical)

Simple: WOM is awesome because WOM gives rises to MORE WOM. The elasticity of WOM compared to other forms of marketing is much higher (about 30% to 50% in some cases), meaning, word of mouth puts your business on a growth cycle which lasts much longer than when you market the product using traditional online marketing.

Word of mouth is not only powerful, it is sustainable too. Sustainability is the future. Everything from food production to using human resources to distributing wealth will be sustainable in future. So it makes sense that marketing will go back its roots and take a form which is sustainable, AKA, word of mouth marketing. Google also has shown interest in this area and this is a old Google article showcasing the importance of word of mouth and how it affects the way consumers buy online. Are you leveraging word of mouth for your business?

Google Analytics for customer retention

Yes, probably not the best analytics out there, but Google analytics is Google's favorite tool and they are constantly improving it. Google Analytics gives insights on how customers are behaving on your business website. We can see and identify weaker parts of the campaign and use the data to make improvements on the website.

How can Google Analytics be used to improve customer retention?

By observing trends in visitor traffic, we can direct the visitors to some actionable item on the website. Say for e.g. if we know that there is a huge traffic serge in the month of December every year, then we should try to convert most of the visitors into customers by letting them know about the DECEMBER SPECIAL's.

Google Analytics also tells us about loyal and returning visitors to our site. We can can then find patterns in loyal visitors visits (which pages are maximum visited, which pages need to be improved, which pages are visited a lot but are slow, etc etc). These are small things tremendously boost the overall campaign. As we preach at keepcustomer, every single customer is important, and can bring new customers.

Are you using free and awesome Google Analytics to track your business online?

How local businesses using Groupon are attracting bad reviews?

Businesses using Groupon are attracting fair share of bad reviews along with the customer traffic to their business. The easy come easy go groupon effect has left businesses wondering about the long term usage of groupon and other daily deals sites. Advertising coupons and giving out small coupons to bring returning customers is one thing, but using coupons as the business model for your business is the road to crash course in brain surgery (it is almost a thumb rule in business).

These are some of the papers already published discussing the relationship between online reviews and reviewers who were using daily deal sites like Yelp. Below are sample points from the study

Here are some of the key points from the study

1) Good news! The reviews are real. Most of the people who say the word "Groupon" in their reviews seem to be pissed about their experience.
2) Most businesses get business through Groupon by using attractive coupons that promise the world to the customers for a super low price. Of course, the shiny ads attracted customers, but I think the customers world wasn't as pretty once  they saw what was on the other side of the coupon.
3) It shows how the U.S small business economy responded by  trying to attract customers at any cost. That cost proved to be decrease in customer experience. 
4) Customer acquisition is good for business. But to maintain a healthy competition and a healthy online space, is it good to go to any lengths to get extra customers?

Is your business attracting new customers using groupon? Have you heard of customer retention? Do you know that if you retain all your customers you will always have customers and the cost of acquiring new customers is always high (at least in the long term after Groupon Wave passes)? As opposed to "seasonal" or "pay for hits" marketing,  it is always important to have permanent online assets which will bring you customers in the long run. Such a online building takes time, lot of effort and strategy which sometimes need professional help. KeepCustomer is one such customer retention company that will take care of your entire online strategy and put you in control for permanent success.

Notes: the graph and ideas came from this blog

How local businesses in United States can improve economy using customer retention

It might seem to be a overstatement to say we can fix a problem as big as ECONOMY ourselves. Thankfully, we really can. Online has made it possible for businesses to gather an audience like never before. If you grow tomatoes in your backyard and want to make substantial profits in return of your sweat, then you can do it using a online store front and use Google Local Plus for small business to advertise and quickly get some kind of traffic to your business. Isn't it?

Now imagine a scenario where we go back to the board and start doing what really made United States a great nation to start with? What is that? WE ARE A SMALL BUSINESS NATION--doing business, causing inventions, and creating a dynamic cash flow in the market are our strengths. So why are we doing less of it? Instead of pointing out how tough it it is to start and grow business, why don't a majority of us start doing it again? 

Now what has customer retention to do with it? EVERYTHING. The main reason local businesses will go out of business is because a cheaper and better product is launched and it takes away the majority of the market share. If businesses fail and give up, then all the cash flow goes to one business and competition becomes less (not only because businesses fail but because the way other businesses perceive the industry as a result). So how to get around this? By having realistic models and creating a market place where we have large number of businesses fighting for the market share. Once consumers get used to best quality at the best price, businesses will be forced to provide the best products and services at similar prices. Such an ecosystem will create localized markets where businesses will start serving to a 'loyal group' of customers. That really means we will be forced to make our customers happy and retain all the customers (is that bad?).

How can we grow more you ask? Isn't this scheme against the spirit of capitalism? Answer is NO. The above scheme is ideal scenario. Competition will exist and only the best will survive--but in larger numbers in this case.

KeepCustomer's mission is to help small businesses to grow using the power of Internet--more importantly to make keepcustomer available for all kinds of businesses at a price that doesn't cost them their business.

Do you take reviews for your business seriously? Google says you should

Keepcustomer helps businesses to collect feedback from customers. If the customers decide to post their experience online, then the feedbacks are called online reviews.

Many business owners simply do not care about customer reviews and ratings online. Consumers looking for local businesses want to read customer reviews and opinions. Many businesses have been existing for years and have thousands of new and returning customers. Owners of such businesses do not care about few bad reviews written online. In fact they even feel that Internet is a threat to their business. The simple fact is that customers voice their opinions online, which in turn helps other consumers to take decisions when they are searching online. It creates good competition and gives customers the advantage. Is that not good? You might say NO if you are a business owner whose business is losing customers because of negative publicity online.

Why should you care? If you are running a business, you want to improve. How do you improve? Your customers are the best place to look since they can tell you about the business experience more than anybody else. So as a business owner you should care about online reviews just to improve your business.

 Among the 97% of consumers who are looking for local businesses, how many of them are looking at online reviews? Any guesses?

Why is KeepCustomer #1 product on the Internet for Small Business Marketing?

Selecting an Online marketing company can be tricky. It can be really good for your business and can hurt your business if you fall into marketing tactics of companies. So how exactly can you make sure that you are hiring the right firm for your business?
  1. What differentiates you from thousands of other companies? Corporate firms can be trusted more? can't they?
  2.  Do you delete my work in case I am not happy with the campaign for some reason?
  3.  Do you have a team of experts who can handle everything (it is important these days, because your costs can rocket sky high if we start hiring different firms for all the small tasks). Ask to speak for a person who knows insides of the subject matter.
  4. What are immediate and long term goals that I can set for my business?
  5. Can you maintain my online assets forever so that I can free yourself of online marketing and concentrate on your business.
  6. Are you affordable and still provide everything I need as a business owner?
Those are some of the questions which must be asked before hiring a online marketing company for a long term and it will avoid you the pain of going through different companies and avoid bad services that might harm you instead of helping your business on the Internet.

Apart from that, you might want to ask yourself can you take out 10 minutes in a month and Google yourself to see if you look healthy on the Internet?

Proudly serving all of the America now (the list of directories where we create and update your information increases by 1 listing/day at keepcustomer. We can measure it and provide you full report of that) (** sometimes updates on the listings are counted as new listings for the day).

Google plus profiles offer more insight into customer reviews in Google plus local

How is that possible? Google plus streams give away a lot about customers. Including customers in circles can help businesses keep in touch with their customers. So businesses can now analyze the streams of their customers and see what they are up to. I do not mean that businesses should stalk their customers, but the stream can be used to increase word of mouth for their business since customer might share their experiences on Google plus.

Essentially, just like twitter, businesses can be in front of their customers through Google Plus. Google also lets you mark the location of the posts made, which makes the content more relevant for local searches. Al thought it may be seem boring, a good trail of conversations about your local business can lead to more exposure locally (appearing in search results).

Foursquare allows you to check-in in real time. Google plus stream can be a type of check-in. More and more people using plus will start posting information in real time, which will make their reviews of a business appear in their streams.

It is also very clear since last few months that websites and local profiles with more likes and recommendations are appearing more and more in the search results. Every business should take advantage of this. Even artists, politicians etc can take advantage of this to reach more people.

Enough about it, is your business actively promoting customers to post on Google?

Your brand and Customer retention

What exactly is a brand? We know what it means for Coca Cola, but what about your local business? What does brand mean for small businesses and how can you take advantage of it?

Branding is not about how your website looks, or a name. People really know you because of what you provide--the experience for your customer. An amazing product establishes brand in customers minds. For e.g. a restaurant can be known for really fast service--the fast service is the brand of the restaurant--that is how people remember you the most. Such a distinction is important for every business and that is what keeps the customers coming back.

Creation of brand on the Internet can be tricky, because you are trying to target customers for search terms. It is still important to own your brand and rank on Google for your brand. If you start coming up on the search results for 'your-brand' searches, then pretty soon you will start ranking for other searches too--the more ways people find you--the more you show up in search results.

An important part of branding involves engaging customers. So we can start by looking are people talking about us? Conversations about brands are ranked very high by Google and Google Plus Local too.
Create conversation and get them to talk about your brand.

In the end, the word will get around and taking the pain to create a brand for your business will pay off.

What kind of practices do you use to create brand for your company?

How to get word of mouth from customers? Customer touch points

Every business has to collect feedback from their customers. It is the easiest and fastest way to retain your customers. Internet has made it easy for businesses to do that because most of the people use email and it is easy to ask your customers "how was your experience?". Businesses can even ask their customers to post their experiences online. It establishes confidence among customers and customer feedback becomes word of mouth for your business. Customer interact with your business at various touch points (paper ads, website ads, search engines, industry specific sites, blogs), you can make sure you get the customers who are using these channels. So how exactly can we get word of mouth?

  1. Excellent customer service: do not forget the customer after getting the sale. Treat them equally important and deliver what you promised at the beginning of the sale. A happy customer will give your business positive promotion.
  2. Get in touch with them and ask them about their experience. 
  3. Handle customer complaints in a systematic manner and show the customers how valuable their business is.
  4. Post comment cards at the business location and ask customer to share their experience (even a comment on ambiance is valuable and will make permanent impression on the customers).
  5. Use a customer retention company like KeepCustomer to use tools for gathering and promoting customer experiences online (just promoting ourselves :)
  6. Above all, provide top quality service and show passion and knowledge of what you are offering, many customers will appreciate and remember that.           
         Any more thoughts and suggestions?

Yelp reviews now on Bing local searches


It is official. Days after Google's new rating and review system came into existence, search giant and competition Bing is now boosting their search results with Yelp's reviews. Yelp is big, and reviewers on yelp are growing everyday. Yelp is now present in many countries just like Google. This move would be seen as a  step forward that Microsoft is definitely not out of the game, yet. But will yelp help Bing become a better search engine and gain some of the market share? Too soon to predict that. Since there has been so much talk about reviews and ratings, it makes one wonder how many reviews and ratings and word of mouth companies will come into existence as this space is clearly at its infancy.

Reviewer gets more importance in Google Plus Local reviews and ratings

Google merged Google Places into their social network Google Plus. Yes, it makes sense. It does make sense to involve people into the places since people are spending more and more time on social networks. As we read this, Google Chrome has already surpassed Internet Explorer as the world's most popular browser. With 97% of people already searching for local businesses, was Google after the remaining few percentages of people? No. This is just a move forward in how social networks are going to be in future--a single place for us to hang out, chat, call, shop, entertain ourselves--all from at the press of a button called Google on our desktops!

Back to the topic at hand--It is clear that word of mouth  A.K.A online reviews are becoming more and more important to make shopping easier for buyers. Local business reviews scene has exploded (with even fake posters and companies who sell such services). Google has taken this seriously and hence they bought Zagat to improve their overall reviews and ratings system. Yes, it has taken away some of the good's like 5 stars, which were easy to spot and pleasing to the eyes, but things change for better. 

Few reasons why the new reviews system is better:

1) New reviews and rating system gives user more insights into experience of other customers with the business, simply because their review system has more factors.
2) There is less chance of reviewer being fake since everybody needs to be on social network
3) Ratings are more important now. As pointed out in the summary in the pic, ratings are clearly indicated as bad, good or excellent.
4) Reviews by more frequent reviewers (or the top reviewers) will be given more value now. How much exactly ? We do not know, and what exactly does this mean in terms of direction of reviews and ratings remains to be seen.
5) Now the pricing info also shows up right next to the reviews for restaurants. For me, overall price is a big factor in purchase decision, and hence this new element to review is going to be very important.

Forming communities of customers is a way forward. Having customers connected to you is the best way to market your business. More customers who are ready to write good reviews for you, the more business you will get online. We will keep you posted on more about the new reviews and rating system.

Keeping customers through blogging--blogs are like reviews written by yourself

Blogs are underestimated, at least that is how it looks like. Most of the social media agencies who handle blogs for businesses fill the blog with repetitive and banal information. Rarely does the blog go beyond talking about services and coupons of their business. Worse, Google doesn't like such blogs with repetitive content. Blog is a important space for so many reasons, and I feel companies need to tap into the potential of blogs.

1) We can use blogs to announce meaningful updates related to the business.
2) We can use blogs to show knowledge and ability to educate people who are searching for information
3) Updated blogs builds trust with customers since they feel you are taking active interest in your company and that you care--hence you are a business who cares about their customers too.
4) Technology companies and persons can build brand and be known in certain niche once users know that you blog regularly about certain topics.
5) Blogs can be used for building meaningful links to the website giving more visibility to your site.
6) Blogs can be used to show examples of handling customer complaints or to thank the customers. Again everything contributes to how people think about your business and such information from you can only persuade more customers that you are reliable.

Still don't believe it? Am I just saying this? OK, imagine you have to pick a company between Keepcustomer and company ABCXYZ for your "Internet stuff", which company would you pick? Of course I know you will Google them. What after you find the below search result page for the search "Google Local reviews and ratings?"

Full screenshot to view other blogs on the same page:

That was our blog from last week, more analysis for the new Google local changes are coming in our next few blogs.

 Point made, blogs are important and we all should use them to our advantage. Since as a company our top focus is word of mouth and customer retention, we help customers disseminate customer experiences on their blogs and also use the blog to build brand (and hence get more customers).

Google+Local Pages now in search results, 1 more tool to suppress negative feedback

The new changes in Google local space are creating a lot of confusion for the time being. For now, businesses and marketers need to give Google time to settle. No matter what the changes are, local business search continues to dominate the search engines and there are plenty of review sites for finding out about a particular business in your area.

There is a interesting thing of note that marketers will now pay attention to (or at least they should)--Google+Local pages of businesses now pop up in search results for local searches. We already know about popularity of Google plus results in search engines. Google Plus is supposed to be collecting fresh content from everywhere, and hence gets preference over other search results. This means now Google Local plus results will be in top results for all the local queries. This is a great for 2 reasons:

Google plus local pages on search results

1) Google+ Local page is like a new website for all businesses.
2) The search result can now be used to displace any bad review site on the search results page.

It is not necessary that it will displace your bad reviews listing from search results, but there is a good chance that it will. So how can business owners and word of mouth marketers take advantage of it? By encouraging customers to be part of the circles on local pages, we can increase relevant content on plus page and use it to our advantage. More the content and more engagement will almost guarantee plus page to show up in search results.

How much does facebook really influence word of mouth?

Is Facebook going to become a calendar that we go to and see what our plans are for tomorrow? It doesn't look like so. Is it going to make people leave the friend-chat and actually buy a jewelry by clicking on an ad? (possible, but how much is debatable).

While Facebook tries to prove advertisers about the value of ads on their network, I feel facebook will not truly become the power it should until Facebook creates a recommendation engine based on people's preferences (anything that points to the fact that some purchase is about to happen).  Let me give an example:

 John is a plumber is New York city area. John uses Facebook to keep in touch with his friends and he finds out that he can promote his plumbing business at the same time. How? By starting conversations about his service. His near friends on facebook and not so close friends now know who to call next time the shower is clogged (even after using Draino). So John successfully used Facebook to grow business. Say if Facebook starts recommending John to somebody who is in the friendlist of John's friend, Facebook becomes a recommendation engine.

http://www.bloomberg.com/news/2012-06-05/facebook-extends-share-declines-since-ipo-san-francisco-mover.html article shows some evidence to support what we are talking about here, but again, the kind of recommendation engine we are talking about gives John the advantage because John would be recommended by his customers, instead of his friends (who know nothing about plumbing or haven't bought from John). Essentially, instead of being confronted with an Ad, which a consumer would have to again research online, the consumer can be directly connected to business if the business is recommended by customers of the business.

Cut to chase: Facebook needs word of mouth recommendation rather than forced ads. People like things that they trust. People chose things when they are recommended by friends (word of mouth that we talk about all time), Facebook has to create that trust among its users. There are other platforms that are available where companies are using Facebook to create referrals, but will Facebook do it? That remains to be seen.

Word of mouth marketing spending to increase by 14.5% in next 2 years

Word of mouth marketing is not new, it has always been existing. Internet marketing focused on ad spaces, SEO, social media and other forms of direct and indirect marketing, but now word of mouth is making some serious inroads. WOMM budget is growing rapidly since the last 3 years and it will continue to be on top of every marketing firm's Internet marketing agenda. Spending money to make your customers your marketers is smart marketing. It is inexpensive compared to most of the other marketing tactics, but its real rewards are far beyond getting customers for your business.

  1. WOM marketing and keeping customers is the best way to secure your business. If you have customers, and your customers are so happy with you that they give your referrals, offline and online word of mouth, then you are doing something right. You can sleep well, and you will not worry about getting new customers all the time since you know you already have returning customers.
  2. WOM not only secures you, but it makes customers feel more secure about your business. Think about it, won't a customer think good about your business if you are proactive in asking your customers about their experiences? This itself goes a long way in establishing trust for your business and place you in the top half of companies doing business.
Considering the amount of customers businesses lose just because of ignoring customers, it is safe to say that word of mouth is definitely the marketing channel no business can ignore. The rise of womm budgets is just a  indicator of things to come. 

Source: Forbes and related websites. Article written by engineer from keepcustomer.com

Google Local reviews and ratings restructured--more weight to social users


Keepcustomer.com is viewing these changes closely and our engineers are already noticing the changes announced by Google. This will greatly affect the way users see and use the local business information. It is clear that Google sees local business as the future (no secret that about 80% of entire US dollars are in local business space). This move is definitely good for a lot of reasons and keepcustomer research team will analyze each of the changes.

The importance of reviews and ratings is again emphasized by Google here because they adopt Zagat rating system to improve the accuracy of reviews. That is a great move. Not only does such a review system give more insight into customer opinions, but it also eliminates spam reviews and number of bogus 5 star ratings from the Internet.

KeepCustomer.com surveys business owners to know about word of mouth

It is interesting to throw the question out there to the business owners. What do business owners think is most valuable when it comes to marketing their business on the Internet? Google consumer surveys is an amazing tool to launch interesting surveys and know about valuable trends from Internet users. Keepcustomer.com used Google Consumer Surveys to find how business owners plan to spend their money to get business from Internet--the results were fairly predictable--websites and word of mouth marketing stand out as the top areas of spending (at least that's what the business owners think).

It is interesting that more business owners in mid west region think that word of mouth is more important than everything else. Email marketing, SEO and social media and Reputation management are also important for businesses, but not a top priority it seems, and rightly so. Why you ask? The most important thing for any business is to get people to buy once they find the business online. Word of mouth and website are natural steps towards customer purchase. Customers like to read opinions about the products and services once they see the products on website (so having a website is very important).

Besides, it is easy to market word of mouth on your own website where you can publish the best reviews from your customers (It is the only place on the Internet where you are fully in control of your content). Assuming the reviews are an honest selection, people do tend to trust website reviews as much as reviews found elsewhere on the website.

As a business owner, what are you going to bet on? Word of mouth definitely seems to be safer.

What kind of a company is KeepCustomer.com?

That is an interesting question asked by lot of professionals since keepcustomer engineers go lengths to satisfy their customers. We sometimes find ourselves working late into the night because we are fixing our clients websites--not because we HAVE TO, but because we LIKE TO.

Despite, that our company's vision and goal has been to formulate a effective campaign for small and medium sized businesses to get more customers through Internet. Most of the services existing out there claim to do one thing or the other--but very few firms (high end firms) actually care about overall goal of the business when it comes to online marketing (for e.g. some do SEO, some do Social Media, some do reputation management, and some even promise MORE CALLS by giving another phone number--It is tough to list everything here!!)

ok, that was a long background, but simply put--one word--We are "Word of Mouth Marketing and Customer Retention company"--We want you to keep your customers (both current and potential customers). Each and everything that we do for businesses has one common goal--to keep customers coming back and continuously hear their feedback (and promote it).

Word of mouth is not really marketing, it is just customers talking about businesses, and that is all people care about and so should businesses who are serious about staying in business.

We will continue to set high standards and continue to help businesses get access to affordable and well rounded internet marketing products and services.

Word of Mouth is highly influential--customers keep it simple

Yes, customers are keeping it simple--they really like to read unbiased opinions from other customers of the business. Online word of mouth is becoming more and more powerful as seen in the above graphics. There are number of reasons for that apart from the fact that people use more and more mobile devices and computers for searching businesses. One of the most important reasons is people are going beyond their friends opinions when it comes to buying things.

A simple example of why online word of mouth is becoming more powerful
Our friends and family might not always be the people we can rely on for product and services advice. Imagine you decide to go for a vacation to Japan. I don't think many of us are lucky to have Japanese friends or people who have been to Japan. So what do you do? We rely on the Internet, we read blogs, we watch Videos, we see pictures of places in Japan and then we read reviews of hotels and locations we plan to visit in Japan. Keepcustomer.com is helping businesses by harnessing the power of the Internet.

Think about it, Internet has information from people with expertise on various subjects. It is more likely that we will find better information on the Internet than we might get from our old uncle, our best friends or people who claim to know about the subject. I personally found that I started making better decisions about which restaurant to pick, which Auto Repair Shop to go to next time, and where to go nearby for a hair cut--it works wonders.

Of course word of mouth does have its limitations, but so does everything in this world. Did you know there is only 1 No.1 Top spot in search engines when people are searching for your business? But, it only takes 1 HAPPY CUSTOMER to spread the message across the Internet and get more customers? Are you willing to put more money on that 1 spot or each and every single customer?

Word of Mouth Marketing--Some do's and don'ts

Word of Mouth Marketing can be tricky and hence it is very important that every business knows what exactly can be done and what practices can literally put one out of the business. In United States, there are specific rules which are to be observed when dealing with customers and soliciting word of mouth from the customers. Are you one of the marketers mentioned in the video?

Why word of mouth and how to get word of mouth

word of mouth is critical to business success. It doesn't matter what size of business you are running, word of mouth program has to be in place for your business. Word of mouth is the most primitive form of marketing known to mankind, YES! Think about it, how did we find things that we needed before any form of advertising medium existed? It is simple, we asked our family and friends about it. No other form of advertising can convince your potential buyers more than the experiences shared by your customers. Is your business getting word of mouth?

Online Customer Retention—Handling customer complaints-Part 2

Saying that 80% of the customer complaints come from very few of the customers, it is interesting to note that many of the customers never voice their opinions even if they are not satisfied with the experience your business provides them. Point being, there is a huge chance that you can save your customer and retain the customer by making necessary adjustments. How Exactly?

1) Communicate
2) Listen
3) Act
4) Go the Extra Mile

Result: You will win your customer for life

Happy and returning customer through online customer retention

Communication is the key. Initiating the conversation is even better. Do not wait for the customer to complain in case you know that there was a mistake from your side. The best way to do it is to keep in touch with the customer from the day 1.  If the customer does have any concerns or problems, you can easily control the situation and avoid further damage that may occur (in the form of losing the customer, offline word of mouth, online word of mouth).

2) Listen to what your customer has to say. It is as important to listen after the sale as it is important to listen after the sale (trust me you will save more time and energy in the long run if you do this). Listening not only allows the customer to vent (which is half the problem already solved!), but it is also important so that you can fix the problem in an efficient way without using too many of your resources.
3) The next step is clear—Act. Take time to fix the problem, provide quick fix if needed, schedule the delivery again, and follow the first two steps in case there is a problem again. Your prompt action and attention is the quickest way to customer retention—will hold true no matter what kind of business you are offering.

4) Going the extra mile is the difference between keeping the customer for life as opposed to having a one-time customer (or 1 more return at the most!). Treat the customer like a star, and see the difference (you might even get away providing average service (please don’t quote thisJ). Point being, if you really want the customer for life, handle the customer in the same way and show the customer how valuable his/her business is.

Here's some customer retention facts that you might find useful to get more loyal customers.


80% Customer complaints come from 20% of your customers? Part 1

Complaints are bad, simple. Not only do they consume time, it also means we are spending extra time and resource for a piece of work that was already supposed to be "finished" (apart from further damage that can come from word of mouth). We know from experience that no matter how big a corporation is, the customer service can only go so far in satisfying the customers. But if very high number of your customers are usually satisfied, then it is safe to say that you can keep your business running (at least for now haha).

With Internet and social media in everybody's lives, customer complaints about businesses are reaching far audience and new searchers who are looking for information on the Internet. These complaints reach people through review sites, complaint boards, public forums, rating sites, social media sites, blogs and various other ways people share their experience (Google, yelp, facebook and twitter being the biggest playgrounds). It is impossible to deal with them on a daily basis, and it is more so difficult to control because of the freedom of speech on the Internet (well that could well be gone if SOPA and PIPA are passed!). Bottom line--more people read about a business online now a days, and if your customers are talking about you on Internet, you might be losing business just because of that. It is not a joke, a single click of a button with a unhappy client can put your entire sales staff look stupid!

So if 80% of those complaints are coming from 20% of the customers, and assuming some of the complaints aren't really truthful, how do you handle them especially when you know a lot of them have no ground? There is always a chance that competition might have a role to play in this, but do you hire somebody to monitor and analyze this? (It would be another topic to discuss how are the reputation management companies faring in that department--do all of those really have the skill set needed to monitor and analyze?). What other factors are responsible for consumer complaints? Are businesses measuring the severity of the complaints(later "damage" if reproduced online or via word of mouth), so that the impact of the complaints can be minmized to improve business.

Are you retaining your customers who find you online?

  • Are you retaining your current customers
  • Are you going beyond old and outdated loyalty programs to get more customers?
  • Are customers talking good about your business?
  • Have you wondered why you have to work harder every time to get more business?
  • Is Internet confusing you? Do you know services on Internet are cheap and a good service can put an end to your online misery and start getting you at least 1 new customer every week
If your company marketing programs are not revolving around customers, then you need to re-think your strategy to grow your business and make room for online customer retention. Contact KeepCustomer.com to keep your existing customers and keep them coming back to you N6MBYVHT66YZ.