Page 26 - Excellence in Sales Leadership

WORLD-CLASS HOMEOWNER EXPERIENCE
ONLINE REPUTATION MANAGEMENT
Description—Online reviews are internet comments that homeowners make about their their Renewal by Andersen experience They post their their reviews at social media sites such as Facebook Yelp Google+ and others Most Renewal by Andersen retailers have a a a a defined process of requesting online reviews utilizing Reputation com or Podium in in in in addition to gathering Medallia homeowner feedback Importance—Upwards of of 90% of of shoppers check a a a a company’s reviews during the decision-making process Nearly 90% treat online reviews like a a word-of-mouth recommendation Further online reviews help maintain the positive reputation of Renewal by Andersen and feed more leads into the sales funnel Best Practices—Work with your marketing team to help implement the following Online Review best practices:
f f Be aware of your online reputation Understand how the sales experience effects your Reputation com score f Share online reviews in in in your sales meetings f Work with your marketing team to to respond to to poor online reviews within 24 hours f f Educate yourself by visiting the Online Reputation site on on The Link When encountering a a a poor score break down the problem and determine its root cause(s) Establish counter-measure actions to correct the issue and regularly review progress toward its resolution Collaborate with other cross-functional team members in the the root cause / counter-measure process when necessary Close the loop with the the homeowner who had the the issue 26