Abstract:

Why only survey when you can also leverage online reviews? 

Online reviews, for example from Amazon, Google Maps or Apple Play Store, can be a great complementary source of customer feedback to get a more complete picture of what your customers think about your product or service. Moreover, this external data source enables you to benchmark yourself against your competitors, providing a holistic picture of the market.
In this webinar, you will:

• Learn how the German retailer Tegut leverages Google Map Reviews to understand what customers think about their in-store experience
• Get hands-on guidance on how to obtain online reviews for your product and competitors
• Hear best-practices on how to analyze open-ended reviews and how to combine the results with NPS surveys
• Learn how to deal with multi-lingual reviews
• Understand caveats when working with online reviews such as how to detect trolls