March 2016 - WebPunch

30 Mar How to Educate Your Client in 4 Easy Steps

Posted by: Ginger Jones

A new client can be a big responsibility. Often they do not know how to behave and are easily frightened by things like survey emails and review requests. Don’t worry though, with a little training your new client can become a valuable resource of feedback information and maybe even a brand advocate.

Keep Reading

27 Mar Forget the Score and Play the Customer Service Game!

Posted by: Melissa Hall

The Net Promoter Score is awesome. Not only does it indicate growth but it shows you how you are faring against your competitors. But the single most important thing about that score? It’s not that important! (GASP) I know, it’s a crazy thing to say but hear me out. Your Net Promoter score at a glance is a great litmus test, but it doesn’t always tell the story of your customers and what they truly think about your service. Paying more attention to the why of a score and not just the score itself can lead to a truly great level of customer engagement. I am going to show you what systems you can put in place to sort through, respond to and make the most of all your Detractor, Passive and Promoter replies. Your Net Promoter feedback and how you manage it can make your customer interactions shine! So read on and become the bacon to your Customers’ BLT.

Keep Reading

15 Mar 5 Rules When Responding to a Negative Review

Posted by: Matt Jones

Negative reviews are a part of doing business and always have been. However, in this technological age they are more visible, more urgent, and can cause greater damage than before. That's why it is important now, more than ever to appropriately mediate those reviews. Do not fret, because they can be easily handled and it could even boost your company image if it's done in a professional and genuine fashion. Keep in mind that no matter the situation, one of the most important things to do and the first step when dealing with negative reviews is to simply listen to the customer. Below are five rules that will help any company or organization when dealing with negative reviews and get business back on track.

Keep Reading