YARMAND Company Highlights
YARMAND sells and services Outdoor Power Equipment including Lawn Mowers and Snowblowers. They have a showroom and service center in Ottawa. Plus Canada Wide online store for equipment and also an online parts store. Their customers are home owners, land owners, DIY professionals, Landscaping companies and corporate firms responsible for outdoor property maintenance.
How do you see the impact of reviews on YARMAND's over all sales and conversion rate?
Technology has empowered consumers more than ever. Making a sale is more about overall experience. By having reviews in the forefront, customers receive first hand knowledge of how other similar problems were solved by the products and services of the business. Since we started using ClientsViews Review Platform, our conversion process is simplified by more than 50% which has increased our sales revenue 25% year over year.
Do reviews help build trust / credibility and competitiveness / differentiation?
It supplemented our overall digital strategy and actually simplified our operation systems by making it more lean. Our sales staff had a better rapport with clients even before they contacted us because they had read our reviews. In some cases reviews mentioned staff member by name in high praise. The increased trust and credibility of digital word of mouth really worked to increase our competitive advantage.
Do reviews help improve team engagement & performance?
In the days of open source Uber business model not only customers, but teams realize and look for customer satisfaction as an important metric. Since launching Digitalpedia's Review platform, we were able to include reviews as a way to measure company performance. It quickly became motivational tool to inspire and encourage our team to perform even better. In fact, our troubleshoot reports were minimized because everyone in the team improved their quality of work further to maintain our ratings online.
How reviews (digital word of mouth) impact reputation and branding?
In an open and transparent system, everyone benefits. Our reviews are quickly becoming a main part of our branding. Customers and stakeholder view us as transparent because they see real people talking about real situations. This is much different than a thought out and polished marketing material. It's the power of digital word of mouth.
How reviews help to communicate Yarmand's core value?
Our main goal is to Make Peace of Mind the priority. This was easy to showcase in our review platform because everyone is able see first hand how customers review our effort to genuinely provide Peace of Mind.
Does syndicating (showing) your reviews stream on company website help sales?
In basic marketing principles it's not what you have but how and where your present it that impacts creating sales. It makes a big difference in converting prospects into customers by syndicating reviews on the company website where customers are actively seeking your products and services. This has been our experience since putting syndicated reviews in the forefront of our websites.
How do you find the review Invitation function of the platform?
Simplifying the process of review invitations has made a world of difference. It takes 2 seconds to invite a customer who are more willing to write about their experience while still fresh in their mind. We actually have made this 2 sec step as part of our after sales follow up. Customers are further empowered by feeling we value their opinion on our public review platform.
How does everyone at YARMAND feel about the growing tribe of customers, who share their experience stories through reviews?
While helping direct sales conversion,a proper review platform allows for real time customer success strategy decisions by the management. Every review is either a thumbs up for a job well done or a realization that the customers maybe looking for something else. It allows the business and operation model to stay fresh and adaptive to customer demands. The accumulation of reviews becomes a "movement" where in some cases satisfied customer respond to other not so positive reviews by simply sharing their own experience. That's very powerful and priceless.
What is the cost of not giving priority to reviews?
When we we were debating to implement the Digitalpedia Review pPlatform or not, we simply took a quick survey of our own team by asking if they check online reviews before making any purchase. The answer was "...of course we check reviews!". This made it clear to us that if this is a quick sample of the general consumer then it's very obvious to have a proper review strategy. The cost is too high not to understand and go without adapting to consumer behavior. Consumers checking reviews online is now just fact of life.