World leading car rental company Hertz is taking customer feedback to the next level, by using reviews collected and posted on its website internally to evaluate its customer service departments
One of the biggest recent trends in social commerce is the increased consumer demand for ratings of retailer and brand customer service. 86% of UK shoppers now rely on reviews from their peers to confirm their choice of retailer and brand, according to American Express research. This shift in consumer behaviour offers retailers and brands the chance to make their customer service a real sales driver.
Earlier this month, Richard Anson spoke to the IMRG Communications Channel Summit on the crucial importance for brands of controlling their online reputation.
He certainly didn't mean silencing your critics by censoring negative feedback. This tactic is a hangover from the pre-digital era and anyone trying it today will fail and will suffer a terrible consumer backlash.