MEGA members Greg and Ramona Cook of Cook’s Home, Auto & Gift in Russell, Kan. (left) chat with digital leadership expert Erik Qualman – photo from Sleep Retailer Magazine
Retailer Web Services (RWS) recently announced at the MEGA Group USA Fall National Convention the launch of WebFronts Review, online reputation management software developed exclusively for independent durable goods retailers. The announcement came on the heels of keynote Erik Qualman, a renowned expert on digital leadership and author of the Pulitzer Prize-nominated book, “What Happens in Vegas Stays on YouTube.”
While Qualman’s presentation examined the vast digital landscape across which online reviews can shape a business’s reputation and the rise of prolific third-party review sites such as Google, WebFronts Review offers retailers an automated solution to manage their “digital stamp” and harness the power of positive reviews.
“Online reviews are increasing in visibility and influence, affecting people’s purchasing decisions,” said Jennie Gilbert, RWS chief operating officer. “Opting out of online reputation management isn’t an option, and doing it well brings huge growth opportunities to our retailer customers. We developed WebFronts Review to provide a systematic way for them to know what’s being said about their stores online, and learn how to respond to negative reviews and increase positive reviews. It provides everything retailers need to manage their online reputation in one convenient package.”
RWS’s survey of more than 1,400 consumers about if and how they use online reviews to decide where they’ll shop for new furniture, mattresses and appliances, provided valuable insights for the development of WebFronts Review. The technology is built on six industry best practices:
- Monitor: The software monitors third-party review sites daily, including Google, Yelp, Facebook and more, allowing retailers to view all of their reviews in one convenient place.
- Alert: Retailers receive automatic alerts via email and text message as new reviews about their businesses are posted online.
- Respond: One click automatically takes retailers to the appropriate site where they can respond to each review. Also, the software provides tips on crafting effective responses to both positive and negative reviews.
- Solicit: Because people are four times more likely to leave a review after a bad experience than a good one, WebFronts Review allows retailers to automatically solicit feedback from customers after a purchase via an automated email drip campaign. Customers who express their expectations weren’t met are prompted to provide details that are sent privately to the retailer to address; customers who report a positive experience are prompted to leave a public review.
- Showcase: With one click, retailers can add a positive review to their website.
- Share: Retailers can share four and five star reviews about their business on Facebook directly from the software.
As part of the WebFronts Review announcement, MEGA announced it will cover the cost for the first location of WebFronts Review through the end of 2017 for its member retailers who add the new software package to their Level 4 WebFront.
For more information, please visit retailerwebservices.com.
About Retailer Web Services: Founded in 2006, Retailer Web Services (RWS) is a Scottsdale, Ariz.-based provider of proprietary e-commerce, web design and other high-performance software solutions to help independent retailers achieve success. A champion of independent retailers, RWS is an authoritative source on durable goods product data and consumer purchasing habits. RE:THiNK: 11 surprising things you should do now to win retail customers in the digital age (RWS, 2015) provides actionable advice grounded in the way consumers shop for durable goods. RWS serves more than 2,000 independent durable goods retailers across North America.