DAP Consultancy Limited

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Tel: +447824826721

Happier customers make for better business

DAP Consultancy puts smiles on faces

DAP Consultancy are specialists in Customer Experience. Focused on maximising your business growth, customer loyalty and profits, by improving the experience your customers receive.

We've increased revenues, customer loyalty and customer satisfaction scores of start ups, small to medium size enterprises
and large scale multi million pound corporations.

DAPConsultancy.co.uk

See what our expert knowledge, consultants and solutions could do for you...

Free initial consultation

DAPConsultancy.co.uk

Customer Experience is the make or break of a brand image. Marketing, product and CX must work together in harmony in order for a business to be a success

DAPConsultancy.co.uk

We help you build a customer experience that is consistent, differentiated, builds loyalty and turns your customers into advocates. All completely bespoke to your needs.

DAPConsultancy.co.uk

Find out more about how we help organisations optimise their customer experience and drive up their commercial value. Why not contact us today.

DAPConsultancy.co.uk

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“You've got to start with the customer experience and work back toward the technology.”

Steve Jobs

As we all know, review websites such as TripAdvisor and TrustPilot can make significant impacts on your business. Reviews are published everywhere, on Google, Facebook, Amazon and many other places, it is important to not take this concept lightly. 

But how important are customer reviews to shoppers? Very important, as it turns out. The fact is, 90% of consumers read online reviews before visiting a business. And 88% of consumers trust online reviews as much as personal recommendations.

For nearly 9 in 10 consumers, an online review is as important as a personal recommendation.

Customers are likely to spend 31% more on a business with “excellent” reviews.

72% say that positive reviews make them trust a local business more

92% of users will use a local business if it has at least a 4-star rating

72% of consumers will take action only after reading a positive review

Reliability (27%), expertise (21%) & professionalism (18%) are the most important reputation traits for a local business

Estimated Number Of Online Reviews Customers Read Before Trusting A Business

Estimated number of reviews Percentage
0 8%
1 3%
2-3 24%
4-6 32%
7-10 18%
11-20 8%
21-30 3%
31-40 1%
41-50 1%
51+ 2%

86% of people will hesitate to purchase from a business that has negative online reviews.

On average, a one-star increase on TripAdvisor leads to a 5% to 9% increase in a business’s revenue. At the same time, a single negative review can cost a business about 30 customers.

How To Deal With Negative Reviews

When you receive a negative review, here’s what you should do:

  • Respond Promptly
  • Be real and admit your mistakes
  • Correct inaccuracies
  • Highlight your strengths
  • Write like a person, not a corporation
  • Take the conversation offline
  • Provide restitution if it’s warranted
  • Ask loyal customers to share their experiences
  • Be consistent
  • Understand How Rating and Review Sites Work

At DAP Consultancy, we have over 10 years of experience working with review websites such as TripAdvisor, TrustPilot, Google and many more. We significantly increased Cafe Rouge restaurants TripAdvisor scores across 78 restaurants, by improving service levels delivered to customers and managing their reviews correctly. Overall, an average shift from 3.5 to 4.7 stars was achieved and earning 24 individual certificate of excellence awards. We also increased the TrustPilot score of Virgin Pure from 3.2 stars to 4.5. Contact us today and see what we can achieve for you. 

References: TripAdvisor, TrustPilot, Yelp, Invesp, Khalid Saleh

DAPConsultancy.co.uk

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What People Say

"Dan is an accomplished, disciplined, focused and solution driven individual, assisting both colleagues and clients in a consistently positive manner, gauging their needs at all times and always willing to take on new challenges and responsibility."

Director of Service Delivery, The Keyholding Company

"Dealing with customers is a very difficult area to manage, it requires a great deal of patience and empathy towards the public. Dan simply excels at this, not only a pleasure to work with, his experience is unbeatable, with him as part of a team you cannot fail!"

Global B2B Marketing and Communications Manager, Collinson

"Dan is such a nice person to work with. He is not only a great colleague but a very good manager. He is very creative, hands-on, and organized. He is the guy to go to when you need help with customer retention or complaints handling and is always open to discuss ideas and suggestions. I learned a lot about leadership from Dan, and it was a pleasure to be managed by him."

Customer Experience Lead, Boundary Technologies

"Dan worked across the organisation, combining his impressive experience in customer service with management information to explore and implement new and improved ways of working, ensuring that the decisions we made were for the benefit of customers."

Senior Data Analyst

"I have worked with Dan over the years, and he is one of the most passionate people I have had the pleasure to work with. He prides himself in identifying customer and business challenges and opportunities, not only by using his interpersonal skills but also by analysis, he looks at sensible opportunities and then overcomes them."

Head of Business Intelligence, Kingston University

Happy Customers

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