February 2017 - WebPunch

26 Feb Is Your Net Promoter Score® Tied to Your Online Reputation? You Bet!

Posted by: Matthew Van Deventer

NPS®, or Net Promoter Score®, is a widely-used customer loyalty metric introduced by Fred Reicheld in 2003. Over the last five years, the NPS® has become the standard by which businesses can measure customer satisfaction as it relates to both customer retention and loyalty.

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22 Feb INFOGRAPHIC: Online Reputation is for Lovers

Posted by: Matthew Van Deventer

Companies show their customers love in a variety of ways… Boost your online reputation and show your customers some love with a gift, a phone call, or some extra attention. We like these four: a free cup of coffee, cash back, a social media shout-out or a personal phone call. We at WebPunch even use some of these in our own giveaways. Don’t limit yourself though—get creative! Offer customers something that's unique to your company, throw one of your clients a party, or ship them a pint of their favorite ice cream. What about that Ritz-Carlton story where a customer was stressed from a busy work week? The concierge offered her a day at the spa, but since she had no time, they brought a candle to her room instead. She was blown away and became a lifelong customer. From then on, every time she visited the hotel there was a lit candle waiting for her in her room. When it comes to celebrating your customers, show them that you care in the moment.

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20 Feb Spread the Love with Facebook Campaigns

Posted by: Matthew Van Deventer

Spread the love and get some love by launching your next Facebook campaign. Get creative and bring your audience closer. Last October we celebrated National Women's Small Business Month by highlighting successful businesswomen that inspire us. We wrote about where they came from, what they are...

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09 Feb How to Guide What Your Customers are Saying: Be Open. Be Genuine.

Posted by: Matthew Van Deventer

It’s hard to admit when we’re wrong. But sometimes, that’s just what customers want. When responding to negative online reviews, particularly those one and two-star reviews, take down your guard and don’t be afraid to say something like, “Hey, we screwed up. We’re sorry. You made us realize it, and for that we are changing. Thank you.”

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07 Feb Online Reputation is for Lovers: Featuring Facebook

Posted by: Matthew Van Deventer

If you’re looking for the most online review love, head to Facebook.

According to a WebPunch study, Facebook garners 38% of business reviews, a close second to Google’s 41%. Of those reviews, 92.1% of them are four or five-star ratings—that’s some love.

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02 Feb Responding to Online Reviews—Because it’s Good Practice

Posted by: Matthew Van Deventer

Oh man, that dang internet is noisy—Information galore. Companies and personalities have websites priced in the tens of thousands of dollars. Everyone has the best product, the most sought-after service, and everyone is number one. . . that is, until you look at their reviews.

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