ConsumerAffairs for Brands Blog

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ConsumerAffairs, Customer Reviews, Customer Engagement, Customer Service

NomNomNow has partnered with ConsumerAffairs to gather customer reviews and enhance their approach to customer excellence. Below, the team at NomNomNow shares how they leverage customer reviews and a ...

ConsumerAffairs

Tulsa-based ConsumerAffairs Ranks in the Top 1,000 for the 2nd consecutive year on Inc. Magazine’s list of America’s 5,000 Fastest-Growing Private Companies  

ConsumerAffairs, Website Traffic, SEO, Search Engine Marketing, Reputation Management

A leader in small business loans and funding procurement, Seek Capital recently partnered with ConsumerAffairs to unlock greater insight on customer experience. Below, Director of SEO Jonathan ...

Customer Service, Customer Retention

Considering it costs five times as much to attract a new customer than it does to keep an existing one, it's safe to say customer retention should be a top priority for any business. The first step ...

Reputation Management

Your online reputation can make or break your business. It’s crucial not only to cultivate a collection of unbiased customer-driven content about your brand online through reviews and testimonials, ...

Making sure there are strong, user-friendly customer feedback channels in place can help brands create loyal customers, attract new leads, and solve organizational problems.  

Review Collection, Customer Service, Reputation Marketing

Marketing and customer experience go hand in hand. While it hasn’t always been easy to see the relationship, an increase in consumers using user-generated content (often in the form of customer ...

ConsumerAffairs

What an incredible week in sunny San Diego! The Paradise Point Resort was the perfect venue for Unleash 2018. More than 40 sales leaders from around the world were invited to speak at Unleash this ...

Negative Reviews

Why do people post negative reviews? According to a research conducted TNS NIPO, 30% of people post online reviews or social media comments about brands to vent negative feelings, while 23% post ...

It’s hard to understate the value of consumer reviews for your business – 63% of consumers are more likely purchase from a company with user reviews, search engines rank sites with consumer reviews ...

Marketing

Do a quick search for “questions every marketer should be able to answer” and you’ll quickly be overwhelmed with everyone’s thoughts on the role we play as marketers today (some are pretty ...

Customer Reviews

We’ve all been there—we’re facing a big purchase, whether it be something expensive or something we’ve never bought before, and we don’t know which brand to choose. Thankfully, with the help of ...

ConsumerAffairs, CA Culture

ConsumerAffairs is nothing without our all-star team. Every now and then, we like to feature the employees who go above and beyond, helping us achieve our mission of helping consumers and brands make ...

There are three questions that every business owner should be able to answer for themselves. Asking yourself the right questions and knowing the answers to those questions — or at least knowing that ...

Customer Reviews, Consumer Behavior

Here at ConsumerAffairs, we love reviews! But, more importantly, we know consumers love reviews. But, why? What makes reviews such a valuable resource to consumers? And to what degree are reviews ...

ConsumerAffairs, Reputation Management

ConsumerAffairs accredited brand Webroot drives customer satisfaction with a dedicated reputation management strategy.    Webroot is an award-winning cybersecurity company with over ten years of ...

ConsumerAffairs is providing a safe place for children of employees to stay and learn during the statewide teacher walkout.  

ConsumerAffairs accredited brand Davinci Virtual Office Solutions maintains customer satisfaction through a no customer left behind customer service policy.  

Reviews connect brands with their customers. By collecting reviews and engaging with customers through their feedback, a business can nurture loyal audience, solve customer issues, increase ...

While businesses struggle to figure out how to analyze and value online reviews, consumers continue to include them in their purchase process toolbox. In our most recent study, we focused on how ...

Review Collection, Customer Reviews

Consumer reviews are a powerful marketing tool.  They promote They advocate They inspire change They provide social proof Read through the steps below to make sure you’re getting the most out of your ...

ConsumerAffairs, CA Culture

ConsumerAffairs is nothing without our all-star team. Every now and then, we like to feature the employees who go above and beyond, helping us achieve our mission of helping consumers and brands make ...

Leadership

Time to check in on those New Year’s Resolutions. How are yours holding up? If you’re like many, it’s likely you may have already fallen short, or even given up the goals you made in earnest in ...

Customer Reviews

To some brands, reviews are a scary thought. After all, your customers can write anything about your brand for the whole world to see. Don't let the thought of a few negative reviews deter you. At ...

ConsumerAffairs

Here at ConsumerAffairs we're gearing up for LeadsCon Las Vegas. Last fall in New York, our COO, Eric Jenkins, presented One Weird Trick for Closing Leads, and this time our CEO, Zac Carman will be ...

Leadership

In order for any organization to be successful there must be healthy communication and cohesion within teams. Collaboration is fundamental in achieving the best results by relying on the combined ...

Reputation Marketing

Ignoring bad customer reviews is a great way to quickly ruin your brand’s reputation. But it doesn’t need to be that way. In fact, handling negative reviews with a level head, and the right amount of ...

Lead Generation, Inbound Marketing, Customer Reviews

Every marketer wants to bring more qualified leads to sales, and ultimately drive more conversions from these leads. In fact, if you’re in marketing, success in your role is likely dependent on this ...

Marketing, Ecommerce, Reputation Management, Customer Engagement, Customer Reviews

Customer-centric stories make for compelling content. Are you making the most them?  

ConsumerAffairs

Our CEO, Zac Carman, was a guest on this week’s The F Word podcast, hosted by Tulsa’s own 36 Degrees North, a basecamp for entrepreneurs.  

Negative Reviews, Customer Reviews, Incentivized Reviews

We know that nobody's perfect, so why do we expect our businesses to be, especially when it comes to star ratings? Encouraging honest feedback (the good, the bad, and the ugly) demonstrates ...

A sales rep lives in one of the most vital and difficult roles of the sales industry, particularly in SaaS or B2B sales. They hold the responsibility of identifying prospects, engaging said ...

When you get a negative review from a customer, it can often be a cringe-worthy experience. Your first instinct may be to refute and deny what the customer is saying. You may feel hurt. You might ...

Leadership

You don’t need to be in management or an executive position to be a leader at work, which is good news for everyone who feels stuck at the entry level. Demonstrating leadership in the role you have ...

Customer Reviews, Review Collection

We’ve identified the top three ‘reputation killers’ of review and feedback collection.   In an age of so-called “fake news”, the credibility of online content (and commerce) is on every consumer’s ...

Customer Service

Listen up! Healthy communication is essential in every relationship. Therapists and counselors use specific listening techniques to create optimal communication between them and their clients. By ...

Marketing

If you ask most young kids what they want to be when they grow up you will likely hear an answer along the lines of police officer, doctor, or astronaut. You probably wouldn’t hear any of them say ...

Customer Reviews

Online peer-to-peer customer reviews are a powerful and long-lasting advertising tool. Make the most of your request by asking at the opportune time for your business.

Customer Service, Customer Engagement

In relationships, one of the more common phrases heard in arguments is, “I’m sorry.” The typical response if it’s a repeat offense? “Then why do you keep doing it?”  

Here at ConsumerAffairs, we’re big believers in the power of great customer service. So, we’ve gathered up a few of the best stories recounting times brands went above and beyond to deliver a truly ...

Customer Service, Reputation Management

“Your most unhappy customers are your greatest source of learning.” -Bill Gates

Digital Marketing

As the internet continues to become a growing source of leads for many businesses, you may be wondering about getting into Pay Per Click advertising, commonly known as PPC Advertising. The road to ...

Website Traffic, Digital Marketing

For anyone with a website, one of your key performance indicators is likely website traffic. After all, the more visitors to your site, the more opportunity for conversion, so it’s never a good sign ...

Customer Service

Creating the right impression of your brand to the right people is critical to the success of your business; everyone in your organization is either directly or indirectly working to do this every ...

Leadership

Outside of a job title, what does it mean to be an “effective leader”? This post looks at leadership through the lens of psychology to give concrete, practical meaning to common leadership traits ...

Marketing, Digital Marketing, Reputation Marketing

Marketing ≠ Annoyance  There’s a reason we fast forward through commercial and click "Skip ad" as soon as we can — marketing efforts can be annoying. As a customer, you get it, but as a marketer, you ...

Consumer Behavior, Customer Reviews

Introduction I want to share three immutable – or unchanging – laws of online consumer behavior. I settled on this alternate title because the social media team told me my original title was too ...

Negative Reviews, Review Collection, Ecommerce

Some of the lowest hanging fruit for any company that offers online purchasing is shopping cart abandonment. People load up their cart, go to checkout and then... nothing. This is a great problem to ...

Reputation Management, Reputation Marketing

“It takes 20 years to build a reputation and five minutes to ruin it”- Warren Buffett  

ConsumerAffairs to Present at Dreamforce in San Francisco Here at ConsumerAffairs we're gearing up for Dreamforce. The annual software conference hosted by Salesforce, Dreamforce is four days ...

Customer Reviews, Review Collection, Negative Reviews

The landscape of consumer knowledge has drastically changed over the last decade as technology and information are readily available at a consumer’s fingertips. Shoppers desire to do research, come ...

Negative Reviews, Reputation Management

Knowledge is power. When you have a comprehensive understanding of negative reviews, you’ll be less likely to over (or under) react toward them. More importantly, you'll have a better understanding ...

Reputation Management, Reputation Marketing, Customer Reviews

How your brand’s healthy online reputation can equal exponential return on your investment.

Reputation Marketing

Use these four key indicators to determine your brand’s health.

Customer Reviews, Customer Engagement, Buying Cycle

We recently had the opportunity to write a guest blog for ConsumerAffairs Accredited Brand TruGreen where we talked all about why reviews and complaints matter for both customers and companies.

Review Collection, Reputation Marketing, eBook

Crafting the perfect marketing strategy can be a daunting task. Best practices change at an alarming rate and it seems like trendy new tactics pop up every day. But while the industry evolves with ...

Customer Service, Negative Reviews, Customer Reviews

Start managing the conversation around your brand and improve customer relationships with a review management strategy. “It takes 20 years to build a reputation and five minutes to ruin it.” – Warren ...

Reputation Management, Customer Reviews, Negative Reviews, Customer Service

No matter how good of a job you do of serving your customers, bad reviews are part of doing business in this increasingly connected world. Maybe a customer was having a bad day and is looking for ...

Reputation Marketing, Reputation Management

As a sales or business development professional, you know the art of the deal is all about building trust. If prospects trust you, they are more likely to buy from you. Trust is the foundation of ...

Lead Generation, Website Traffic, Inbound Marketing, Search Engine Marketing

You may have heard the old adage it is better to have four quarters than 100 pennies. The message behind the sentiment is there is more value in quality than quantity. The same can be said for ...

With a three-year sales growth over 800%, ConsumerAffairs earns a spot on the prestigious list.   Inc. magazine ranked ConsumerAffairs №562 on its 36th annual Inc. 5000, the most prestigious ranking ...

Marketing, Reputation Management, Digital Marketing, Customer Service

Solar Eclipse and lots of Weird Tricks to Convert Leads What an excellent week in NYC! Not only did we have the opportunity to witness the first total solar eclipse visible from the contiguous United ...

Customer Reviews

A colleague of mine at ConsumerAffairs.com wrote a great article explaining review collection and the impact reviews can have on building consumer trust. Reviews are a major part of the consumer ...

Marketing, Buying Cycle, Content Marketing

The buying cycle is a familiar concept: a user recognizes they have a need and sets out to find a solution which culminates in the purchase of a product of service. While many variations of the exact ...

Contributed Content. Written by Garnett Bruce.

By Julia Olson, Fattmerchant Content Strategist

Customer Service

What does it take to rank in the proverbial customer service hall of fame? Here are five companies that get it right, and some key takeaways you can start applying to your own business today.

By Julia Olson, Fattmerchant Content Strategist

Contributed content by Julia Olson, Fattmerchant Content Strategist  

Contributed by Steven Cooley, AVP of Digital Marketing, Finance of America Reverse, a ConsumerAffairs accredited brand.  

Marketing, Consumer Behavior, Incentivized Reviews, Customer Reviews

With companies like Amazon making the move to ban incentivized reviews, the power shift from brands to consumers is more apparent than ever.  

Customer Service, Customer Reviews, Reputation Management, Negative Reviews

“Your most unhappy customers are your greatest source of learning.” -Bill Gates At the core of every business is a desire to improve the products, services, and operations that drive productivity. To ...

Customer Reviews, Reputation Management

While many factors play into a brand’s search engine page rank, reviews and ratings are a big part of the mix. Factors like the number and sentiment of reviews as well as the authority and diversity ...

Ecommerce, Digital Marketing, Customer Reviews

The Internet has changed the way we live our lives in major ways and in simple ones, from how we connect with our loved ones to how we order our food. In the commerce space, consumers are more ...

We saw a lot of innovations in home tech on Day 3 of CES 2017. The big stories for us were pillows, solar panels, massage chairs and water heaters.

ConsumerAffairs has descended upon Las Vegas for CES 2017. We’re looking for the latest technology trends and innovations in consumer electronics.

For us, Day 2 was all about startups and innovators. We headed to Tech West to find Innovation Award winners and startups from around the world.

Customer Service, Reputation Management

Time to re-evaluate your customer feedback collection strategies. Customer surveys can be an incredibly helpful tool, but just sending them out of habit without a carefully crafted, strategic and ...

SEO, Marketing, Reputation Management, Customer Reviews

Collecting customer reviews can help boost your search engine ranking and build trust among consumers. We know that search engines like reviews, but a successful review-centered SEO strategy is about ...

Customer Service

The best defense is a good offense, six things you can do right now to stop customer complaints before they occur. Even the most seasoned customer service professionals among us don’t particularly ...

Leadership, Customer Service

Sharing direct customer feedback with your team can feel uncomfortable, but it doesn’t have to. Use these quick tips to get over the awkward-factor and use the conversation to make a lasting impact. ...

Digital Marketing

Working on your 2017 marketing strategy? From mobile-dependence to programmatic advertising, here’s what you need to know about the top trends for the next year in marketing. There are some pillars ...

Marketing, Reputation Management, Digital Marketing, Customer Service

Using reviews as more than a customer service tool can allow your brand to collect crucial data to inform decisions and enable growth. Like a solid marketing strategy and reliable analytics, customer ...

Consumer Behavior, Reputation Marketing, Customer Reviews, Customer Service

From outperforming your competition in organic search to having happier employees, review collection is a powerhouse tool for brands. Most brands understand being engaged with customers online is an ...

Customer Service, Buying Cycle, Reputation Management

Taking a critical eye to reviews about your brand is a little thing that makes a big impact. You’ve set up a few feedback channels and you’re seeing a steady stream of reviews come in about your ...

Marketing, Case Study, Reputation Management, Customer Service

Reverse mortgage lender leader Finance of America Reverse recently partnered with ConsumerAffairs to unlock greater insight on customer experience. Below, AVP of Digital Marketing Steven Cooley ...

SEO, Reputation Management, Marketing, Customer Service

Reviews have become the cornerstone of social proof. The psychology behind their power of influence is easy to understand: reviews give consumers a safe place to find trustworthy information on ...

Reputation Management, Review Collection, Case Study, Marketing

Consumer Affairs accredited brand Bay Alarm Medical sees continual growth year after year by focusing on building and maintaining their brand reputation and earning trust, a tricky feat when your ...

Digital Marketing, Reputation Management

A successful reputation management strategy allows brands to positively affect the perception of their brand online. Smart brands are already actively engaging with consumers online through ...

Marketing, Reputation Management

When a consumer’s first stop is Google, online reputation management can be critical to the success of a brand. Which begs the question: what do you do when your online reviews suck?   When a ...

Marketing, Incentivized Reviews, Reputation Management, Customer Reviews

Amazon just banned incentivized reviews from their website. What can your brand learn from the decision? As reported in TechCrunch earlier this month, Amazon recently made the decision to ban all ...

Marketing, Customer Reviews, Reputation Management

You’re hard at work perfecting your product. You’re developing excellent systems and are dedicated to customer satisfaction. It seems you’re doing all the right things and you’re excited about the ...

Marketing, Reputation Management, Digital Marketing

So, what is online reputation management, anyway? Reputation management is a method of affecting public perception about a given brand through the monitoring of and active engagement with ...

Marketing, Consumer Behavior, Reputation Marketing, Reputation Management

Finova Financial, the industry’s first cloud and mobile-based consumer lending platform, recently partnered with ConsumerAffairs, becoming an accredited brand on the platform.  

Marketing, Customer Reviews, Customer Service

The customer review is becoming a cornerstone of marketing initiatives as it ties together advertising, credible sources, and social dynamics in one platform, often serving as the reason for why a ...

Marketing, Case Study, Reputation Management, Customer Service

ConsumerAffairs accredited brand Independent Home finds continued success and increased customer satisfaction with a dedicated reputation management effort. An engaged profile on ConsumerAffairs ...

Content Marketing, SEO, Search Engine Marketing, Digital Marketing, Marketing

The statement “content is king” continues to rule in marketing strategy, but getting content to perform effectively requires more than just a knack for high output. Smart content strategy focusing on ...

Marketing, Consumer Behavior, Customer Reviews, Customer Engagement

When it comes to reviews which matters more, stars or reviews themselves? We set out to answer this question & you may be surprised by the results!  

Customer Service

Is your staff creating “WOW” moments? Learn how to beat the holiday buyers’ blues! Give the gift of excellent customer service this holiday season!

Consumer Behavior, Customer Reviews

Have recent pet food recalls hurt your sales? Pet food reviews impact in-store purchasing. Learn how we can help your customers make better decisions.

Customer Service, Customer Engagement, Customer Reviews

Consumers are looking for ways to connect with a brand’s customer service team or solve their problems by reading solutions shared by other customers.  

Customer Engagement, Customer Service

Where do your consumers leave feedback for your brand online? Are they most active on Facebook, Twitter, Snapchat or on third-party review sites like ConsumerAffairs.com? For most companies, the ...

B2B Marketing, Digital Marketing

How do you make company purchasing decisions? Do you send out a general RFP, or do you start by asking colleagues about what products and services they buy?

Marketing, Reputation Management, Customer Reviews

At ConsumerAffairs, we understand the impact negative feedback can have on how brands are perceived in organic search (Google, Yahoo, and Bing). After all, over 70% of our audience visits our site to ...

Customer Retention, Digital Marketing, Customer Service

In 2013, a customer service study from Accenture revealed as many as 66% of consumers switched brands or businesses due to poor customer service. The number reflects a 4% increase in customer losses ...

Content Marketing, Search Engine Marketing, Lead Generation

In this age of constant connection, it’s become commonplace to whip out a smartphone and Google a potential purchase. A study from adweek.com last year showed that 81 percent of surveyed consumers do ...

Content Marketing, Search Engine Marketing, SEO

Everyone wants to be number one, especially when it comes to ranking on search engine results pages (SERPs). Google, which at the beginning of this year owned around 75% of internet search traffic, ...

Customer Reviews, Customer Service

Many brands visiting our site may wonder why so many of our unaccredited brands have such uniformly bad reviews, and it’s a fair question. Even with more than 500 unaccredited brands listed on ...

Consumer Behavior, Customer Engagement, Digital Marketing

The average consumer is exposed to more than 3,000 brand messages on a daily basis. How do they decide which brands to trust? The answer is complex, and their basis of trust has changed significantly ...

Sales, Customer Service

For many of us, the word “upsell” brings to mind the classic scene in National Lampoon’s “Vacation” where Eugene Levy manages to convince a bespectacled Chevy Chase to buy a more expensive “atomic ...

Customer Engagement, Customer Service

Summer is coming yet again, and with it a projected 7% increase in consumer spending at restaurants and bars and a 10% increase for online sellers and catalog shippers. Although warm weather brings ...

Reputation Management, Digital Marketing

It’s no secret that brands of all shapes and sizes rely on the positive sentiments of customers to make repeated sales and improve their reputation. Customers that feel a connection with your brand, ...

Content Marketing, Search Engine Marketing, Digital Marketing

We’ve spoken to several companies lately spending outsized portions of their digital marketing budgets on pay-per-click advertising with a minimal focus on the impact organic search results could ...

SEO, Digital Marketing

Traditionally, marketers have keyed in on three stages in the buying process: stimulus, point of sale, and customer experience. After being prompted by stimulus like an advertisement, customers go to ...

Content Marketing, Consumer Behavior, Digital Marketing

Each month, over 7 million consumers visit ConsumerAffairs.com. Common consumer search queries include terms such as “best” or “reviews” as consumers actively research to locate products or services. ...

Marketing, Consumer Behavior

After a half-decade of sluggish sales, news last month that large appliances (refrigerators, dishwashers and clothes washers and dryers) drove Lowe’s Q2 earnings up 4.5% is one of many recent signs ...

Digital Marketing

Franchising has several distinct advantages: easy access to expansion capital with minimal risk and talented, motivated business people running your stores among them. However, as many advantages as ...

Digital Marketing

The solar energy industry has grown rapidly over the past few years, with almost 600,000 buildings in the United States using solar as an energy source. As solar power becomes a mainstream and ...

Customer Engagement, Customer Service

When Henry Ford introduced the moving automobile assembly line in 1913, it changed the automotive industry in many ways, one of which was the rise of the independently owned auto dealership. This ...

Consumer Behavior

For many, leaving a beloved pet in a stranger’s care is as nerve racking as dropping off their child on the first day of school. Perhaps that’s why, according to report by dog-training franchise Zoom ...

Consumer Behavior, Search Engine Marketing, Digital Marketing

Many pet owners consider their furry companions an extension of their families. And just like with their families, when it comes to what their pets eat, most owners aren’t just grabbing the cheapest ...

SEO, Marketing, Search Engine Marketing

Consumers have changed. The moment of need now outweighs brand loyalty, and research is the first step most consumers take before they make decisions on purchases. Google and other search engines ...