Suzi Shopper: What Retailers Can Learn from Uber

Suzi Shopper: Thoughts on business from a consumer’s perspective

During my recent travels to Atlanta, Minneapolis, Austin, and Reno, I used Uber extensively—and fell in love with it. The app is so easy to use, the majority of my experiences were great or awesome (4 or 5 stars), and the convenience of being able to track your drivers is something no taxi service can do.

Granted, I did have that one experience where the driver kept looking at his GPS instead of the road, but he was the outlier, not the norm.

You may be asking, “What does this have to do with my retail business?”  Well, business is won and lost based on reviews. And as a millennial stated to me recently, “The bad reviews are more important than the good ones.” I have to agree.

Uber logoAs a retailer, it’s important to monitor and use the reviews you get to their full potential. In addition to monitoring your social mentions (I use, it’s important to give your clients or customers the opportunity to review your products and services. A side question: Does it make sense to extend reviews to employees, similar to what the Uber app asks its customers for after each and every ride? It depends on your particular business, but it could be a part of your overall customer service strategy.

The next important thing to do is to take the very valuable information you gain from reviews/comments/feedback and use it to make your business better. Not only can you use positive reviews in your marketing efforts, but you can use the negative reviews to improve on and correct issues.

The fact is that we all win some and lose some. Reviews can help us understand why we’re winning and why we’re losing so we can make improvements to make the wins…well…win.

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