and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
Are Rating Systems Skewed? Featuring Guest Martha Brooke
How to Get the Most Out of Your Customer Feedback
In Shep’s Opening Monologue…
He talks about the best ways to handle negative online reviews.
The Interview with Martha Brooke:
- The way many ratings systems are designed makes it easy to skew results. Customers don’t give honest feedback out of fear of potential repercussions.
- One reason customers give positive ratings after negative experiences is because they don’t want to feel like they’re punishing someone. However, being honest is more helpful because it improves the community. That is the benefit of deep altruism versus superficial altruism.
- There is little tangible proof that reviews and ratings are anonymous, so customers may also fear repercussions from rated individuals or that it will be harder to do business with that company in the future.
- People are inundated daily with requests for feedback. It becomes easier to leave a simple 5-star review rather than a negative one or no review at all.
- Companies need to define what a 5-star rating means so that their customers are on the same page. People tend to look think of extremes when giving feedback, but what 5 stars means to one person may not be the same for another.
- The ultimate goal is to get the feedback to accurately reflect the customer experience.
“Want great customer feedback? It starts with having really authentic conversations. Open ended questions are where the gold lies.” – Martha Brooke
Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. She is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
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