Customers, especially satisfied ones, are simply not motivated to remember to leave a positive review days – or even hours – later.
Las Vegas, NV (PRWEB) May 02, 2013
Mpact Magic, a reputation management company that pioneered the collection of customer reviews at the point of service, has expanded on its groundbreaking concept.
From its inception, Mpact Magic focused on the immediacy and simplicity of the Apple iPad to collect reviews and the instantaneous transmission of them to the places they can provide the most reputation management impact for the businesses involved including Social Media sites and consumer review sites.
“I guess the idea was so novel that others picked upon the idea of using on-premises tablets fairly quickly. There must be a compliment in there somewhere,” quipped Jim Richardson, Mpact Magic’s Director of Marketing.
Not to bask in such “compliments” too long, Mpact Magic set out to expand on its original idea. On May 1, the company announced that the review collection system can be deployed up to eight different ways. Now, customers of Mpact Magic clients in addition to using a tablet can simply go online, respond to an email, use a Smartphone, scan a QR code, send a text, dial a phone, answer an interview or grab a pencil.
“The secret is getting a customer’s attention right away,” Richardson adds. “Customers, especially satisfied ones, are simply not motivated to remember to leave a positive review days – or even hours – later. We eventually found the iPad to be too limiting in certain business situations.”
The logic behind the Mpact Magic system is to get a customer to realize he has had a good experience and describe it while it is fresh. By broadening the means of collection, more people in more types of buying situations can recognize and appreciate those businesses they patronize.
Walt Otto, an audiologist at Acclaim Hearing Center in Las Vegas, not surprisingly has a customer base that skews to an older population. “Early on, it was sometimes comical to hand an iPad to someone who had never touched one before,” Dr. Otto says. “We had fun teaching them all about it, but it tended to eat up staff time. Now we simply hand them a postcard and a pen and ask them to give us their thoughts. Occasionally, we even take dictation.”
In the end, Dr. Otto gets the job done. Customer comments that would never appear online are finding their way onto review sites – with a simple piece of paper.