Reputation, Customer Satisfaction and Your Business

摘要

Word-of-mouth is a potent form of advertising. Great experiences make people want to share the story with friends and family - but so do awful experiences. Social media and review sites have magnified this publicity to the point where a bad review can directly impact future business. For this Your Views survey, owners and operators of drycleaning businesses were asked about their views on maintaining their reputation - both online and at their front counter.Most respondents believe that online customer reviews are important to their operation's continuing success, with 37.5% responding that such reviews "are our lifeblood for attracting new customers," and 34.4% saying "they're good for attracting younger customers." Others have mixed opinions - 15.6% believe "they don't have much of an impact," 9.4% say "it's a waste of time and energy to chase them - just do the work," and 3.1% believe "online sites are 'pay for play,'" which they refuse to support.