Courtesy of Insignia guest blogger Delia Passi, CEO of WomenCertified Inc., home to the Women’s Choice Award.To learn more about how you can get women to recommend your dealership, email Delia at firstname.lastname@example.org.
A popular quote often attributed to George M. Cohan (and others) is “I don't care what the newspapers say about me, as long as they spell my name right.” It’s an interesting perspective but it is definitely not my advice, especially in this information age. What is said about you in the global forum of the Internet is very critical to your success.
A recent study by Cone Trend Tracker (Aug. ’11) found that “80% of consumers have changed their minds about purchasing a recommended product or service based solely on negative information they found online.” This figure is a significant increase from the prior year’s 67%.
It is becoming increasingly easy to find online reviews, comments, complaints (and praise), and blog entries about most products and services, and the companies that deliver them. That is why you need to do all you can to make sure that your happy customers have opportunities and encouragement to praise your great products and services.
Women are even more likely than men to turn to online sources to reaffirm their purchase decisions before they make them. And they’re also quite likely to turn to the web and other sources to offer their opinion of their buying experience after the experience, so make it great.
Your job is to incorporate feedback opportunities into your interactions with your customers, and to make that feedback available to prospective customers. Your website should have be a forum for customers to comment, hopefully positively. (If you get negative feedback then address it immediately. An unhappy customer has many places to complain online other than your website or Facebook page.)
Don’t plant glowing feedback to counter that of unhappy customers. If it is uncovered, the repercussions can be more trouble than the complaint.
Do what you can to let customers both on and offline know that you are doing wonderful things to keep them coming back. That’s the WomenCertified® Way!