Building a strong brand around exceptional customer experience means your customers are doing your marketing work for you because they can't stop telling friends and family about your amazing service. Shannon Vander Meulen talks to CX experts and leaders from organizations that differentiate based on exceptional customer experience. Our guests share insights and tips you can use to build a culture of fandom around your business.
Lisa Genovese is the founder and President of BottomLine, a market research and marketing strategy agency that works with companies of all sizes to re-discover their true value, reach new audiences, and evolve their messaging. In this episode, Shannon and Lisa talk about monitoring online reputation and the importance of proactively creating a crisis communications plan. They discuss social listening tools, strategies for dealing with negative online reviews and what to consider when it comes to soliciting online reviews from customers. Lisa shares her experience on how to make it easy for customers to provide testimonials and why you should never be shy about
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