Online reviews may seem a necessary evil if they don’t tell businesses what they want to hear. But even the worst can be used to encourage staff, build teamwork and improve the customer experience, writes Alan Duncan of Trustpilot.
Perfecting the customer experience should be a priority for any business leader. But, while it’s essential for senior management to place the customer at the heart of the business, responsibility shouldn’t rest solely with the leadership team. Customers want to feel valued every step of the way and with every interaction they have with your company. All staff have a crucial role to play and should be encouraged to work together to meet – and exceed – customer expectations.