Local Business Impact

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Nowadays, looking up a new restaurant on Google or Yelp is as natural as breathing.

Such is the case for 15-year old Bailey and 35-year old Emma, who are both big coffee fans. 

They love the coffee shop experience, and that didn’t change when on vacation in Newport Beach, CA. While walking the boardwalk, Emma noticed a coffee shop and announced to Bailey that they should check it out. Without slowing down, Bailey said, “Nah, I looked them up and they are only 3.5 stars.” 

She hadn’t even walked through the front door, and they had already lost her business. Maybe her experience would have been fantastic. Maybe the shop just wasn’t managing their online conversation. 

In any case, they likely lost $100 or more of Bailey and Emma’s business throughout the course of their vacation, because they need social proof. Bailey knows that coffee shops with a high quantity (volume) of great reviews (quality) and lots of product photos are likely to give her the best experiencewhich she truly values.

And why wouldn’t she? The people that went into that coffee shop had taken the time to go online and say, “Eh…It’s just ok.” Just a minute down the boardwalk, Bailey and Emma found a better option with a higher rating.

Every morning that week, the better option got their business. The Newport Coffee Company was glad to take their family’s morning orders. In an Experience Economy, a company must not only provide awesome products and services, but also manage what’s happening online.

A good Customer Experience (CX) strategy drives all customers to leave feedback where it matters most to a business. If you are not managing your online reputation, then your few unhappy customers are more than happy to do it for you.

Does your company have a proper strategy to turn your happiest customers into your #1 marketing assets online? Download our FREE eBook to learn more about the CX 2.0 Movement.