SureCritic Taps Phil Penton to Lead Brand Development and Strategic Alliances

Press Release: SEATTLE — SureCritic, creators of the industry’s first SocialCSI Customer Experience Management (CEM) platform, announced this week that it has tapped reputation-management expert Phil Penton to lead the firm’s business development activities and strategic alliances. Penton brings more than a decade of experience in automotive reputation-management and social-media solutions. He currently serves as partner and strategist for Xcite Advertising and CDMdata. Previously, he served as partner and president at SOCIADEALER, a reputation-management firm. Prior to that, he co-founded Social Integration, an end-to-end platform for managing reputation and social-media marketing. He has also served as vice president of business development for HomeNet Automotive. “I’m most impressed with SureCritic’s technology platform and the new features and functionality we’ll be bringing to market over the next 12 months for manufacturers, dealerships, and independent repair shops,” said Penton. “SureCritic is advancing customer experience management from a technology and implementation perspective, which is unlike anything else I’ve seen out there. They are literally on a mission to dramatically change how businesses and vendors interact with customers.” David Brondstetter, CEO of SureCritic, added: “Phil is at the forefront of reputation management and social media solutions and his expertise and relationships within the automotive industry…

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1 Million Verified Customer Reviews

As consumer wants and needs shift toward verified customer reviews, SureCritic, the Industry’s first transparent and verified SocialCSI platform, proves to be a hit with online vehicle and service shoppers Seattle, WA (PRWEB) April 14, 2015 SureCritic, creators of the industry’s first SocialCSI® Customer Experience Management (CEM) platform combining the best features of reputation management and traditional CSI, announces its transparent and verified customer reviews have hit the one million reviews mark. To achieve this level of success in just four years proves consumers are hungry for SureCritic’s verified depiction of customer’s experiences at dealerships and repair shops that cannot be manipulated or “gamed” like other review sites. More on PRWeb

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SureCritic Launches SocialCSI

  Seattle, WA – SureCritic launches the industry’s first SocialCSI® solution, a Customer Experience Management (CEM) platform that combines the best features of reputation management with the necessary features of CSI, to create the most accurate and transparent depiction of a customer’s dealership experience to date. Unlike other providers who prequalify customers before asking for a review, SureCritic ties reputation requests in directly with CSI information, enabling transparent, verified reviews for customers and actionable data for dealers. Here’s how it works: A customer has an experience through the sales, service or parts department at their local dealership or repair shop. SureCritic integrates with information in the point-of-sale system and emails the customer requesting a review within 24 hours of their visit. Once the customer has completed the review, it is verified through SureCritic and shared on a SureCritic website unique to that business. If the review is negative, the customer has the opportunity to provide more detailed information through SureCritic’s new Low Score Diagnostics feature. The dealership is notified in real-time of the customer’s concerns and provided with in-depth, quantitative data related to what when wrong. The in-depth information generated through SureCritic’s SocialCSI solution is a key element in resolving…

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CBT NEWS: Hyundai embraces transparent online reviews with SureCritic

In November 2013, Hyundai Motor America and its dealer network announced they would publicly feature owner-generated ratings and reviews of their dealership service experience through SureCritic™, similar to a way a restaurant or movie is rated on-line. Since then, more than 96 percent of dealers enrolled and now actively monitor reviews. No other manufacturer provides the transparency of its dealership service facilities like Hyundai. Full Story: http://cbtnews.com/hyundai-embraces-transparent-online-reviews-with-surecritic/

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Product Update: Enhancement Notifications Are Here

Time and accountability; two of the most important factors when striving for excellence in customer satisfaction. It is our goal to make sure you have all the tools necessary to engage and communicate with your customers, and resolve your customer’s concerns in a real-time fashion. Providing real-time visibility is a critical component to any service platform. That’s why we’re excited to announce a major update to our alerting and notifications platform. What is it?   Similar to your how your iOS device interacts with apps, or your accounts on Facebook, Google+ and Twitter work, SureCritic now has real-time notification and web history of “things that happen” on the SureCritic platform. How is this different from my SureCritic real-time email alerts today?   Any email alert that has been sent now has a web history log. When logged into the site admin, you can recall alerts, and verify that you have viewed the alert. How do these web notifications work?   When viewing a web notification for the first time, it will navigate you directly to the details of that review when clicked upon. Once clicked, it will be “marked as read” and no longer be highlighted in your list of…

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Industry First Low Score Diagnostics Now Available

We’ve recently launched Low Score Diagnostics as an added feature to our already industry-leading, verified customer ratings and reviews product. Low Score Diagnostics utilizes our new enterprise survey engine with our ratings and review platform to provide the best of both worlds. This private feedback channel allows businesses greater insight into why customers fall out of process resulting in a poor experience. An unhappy customer is happy to give more details with the intent that someone will read and take action on the issue. The customer can express himself or herself privately through a diagnostic survey tailored to the business. With real-time notifications, a business can investigate and contact the customer about their experience with detailed information about what went wrong, giving businesses the ability to quickly resolve the customer’s concerns and increase retention. After several months of beta with nearly 1000 auto related businesses, we are giving our clients unprecedented insight to help identify and resolve the customer’s concern and diagnose any potential issues with their customer handling process. Here is what our partners are saying about it: “The growth of the Internet has empowered consumers with freedom of choice and the ability to share both positive and negative…

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“I’m Happy” Should be Enough

You know consumers are being asked on a pretty regular basis to give feedback. More succinctly, information about their experience at a business they recently patronized. Receiving an email request for feedback after a purchase of goods or services is no longer the exception. Whether it’s Amazon.com or Hotwire.com it’s something (as a consumer) we expect. Certainly, since content is the corner stone of SureCritic’s business, we support getting feedback from customers with one distinction; for SureCritic, “I’m Happy” is just fine with us! I am sure some of you are thinking, “well, of course it is, why wouldn’t it be?” and then there are those of you who know exactly what we mean. For many businesses who want feedback, it’s not enough to know the customer is happy. Some businesses want to know why you’re happy. What actions, events, etc. lead to your happiness? For some consumers, they are happy to oblige; however, many are not. In some situations, it’s enough to turn a good experience into a bad experience. Some customers who are happy will tell you that you are wasting their time asking too many questions. The results could be far reaching: The customer will not provide feedback in the…

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Is Your Website Promoting Your Competition?

I’ve been in the technology business for close to a couple decades, and on a pretty frequent basis I’m quite amazed what solutions we once had to build, are now readily available to us (and usually reasonably priced).  Then there is the other side, where I’m amazed that something could still exist with all the knowledge on industry blogs and social media.  Even more frustrating, is people and companies pushing bad product and bad advice as a business solution. You would have thought I had a time machine preset to 2009 stumbling across the page from an auto dealership below from our Twitter feed.  It’s not my intent to out anyone here, so names have been removed to protect the innocent. And “No”, I don’t have a time machine, (nor did I use my favorite internet time machine). This screenshot was captured on 3/26/2014.  So, if this comes across a bit harsh, it’s not directed at the business who owns this site, rather the person giving them the advice to put it on there! If your web site has a page that looks like the the screen shot below, or kind of like it; you need to run (not walk) over to…

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Study Shows Consumers Read Reviews When Looking for a Local Business

Online shopping and the use of product reviews have skyrocketed over the last five years. Trusted reviews play a huge role in helping customers feel comfortable buying from a retailer they can’t physically see. However, the 2013 Local Customer Review Survey by BrightLocal shows that consumers are consulting online reviews now, even more, when looking for local services. A company’s online reputation has become just as important as their “brick and mortar” appearance. Consider some of the survey’s key finding The Data The survey involved 14 questions and 2,100 participants throughout North America, with the majority (90 percent) being in the United States. 2013 marked the third year the survey was conducted. The historical data compared to the 2013 numbers showed an increase in consumer reliance on online reviews when selecting a product or service within their local community. Here are two highlights from the research. Choosing a business. Eighty-five percent of respondents say they read online reviews when determining if a local business is a “good” business, up from 76 percent in 2012. Affect of reviews. Seventy-three percent of respondents said positive customer reviews influence their trust of a company, an increase from 58 percent in 2012. Additionally, 65…

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The Problem with Fake Ratings and Reviews

According to a recent study by Georgios Zervas, a professor at Boston University’s School of Management, 16 percent of the reviews of businesses on Yelp are fake, either positive ones commissioned by the particular business to boost its ratings or negative ones to depress its ratings placed by a competitor. This illustrates a problem of bogus ratings and reviews that has become well known on sites that rate businesses and products such as TripAdvisor, Angie’s List, and Amazon.com. Many rating sites and even online retail stores such as Amazon rely on what is essentially crowd posted ratings to give shoppers a good idea of the quality of the product and business. However these results can be skewed, to the detriment of businesses that play by the rules, by the unscrupulous who try to goose their own ratings and degrade those of their competitors. The New York state attorney general recently conducted an investigation that resulted in 19 firms agreeing to stop paying for bogus online reviews while they faced fines of $350,000. The Federal Trade Commission regards these kinds of reviews as deceptive advertising if the relationship between the reviewer and the business being reviewed is not disclosed. In the meantime, ratings sites…

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