Brand reputation. Yes! You’ve worked hard to create an amazing brand over the years that consumers love. One single negative feedback can change all of that in minutes. That is the scale of #ecommerce

What can you really do to keep it intact and how agile do you have to be?

We invited Jon Jessup CEO of 1440 to The CPG Guys to understand if there’s help available and how you can navigate this complex journey. Here’s what Sri Rajagopalan & Peter V.S. Bond asked him:

1. In a pandemic, why is customer engagement so important? 
2. What can brands do to reduce the impact of bad reviews?
3. How do Q&A Forums impact purchase likelihood?
4. What channels should a brand be monitoring and responding to?
5. How quickly do customers expect brands to respond?
6. How can brands leverage automation and new technology ?
7. Should brands automate responses?
8. Why is having a solution built on Salesforce AppExchange and Salesforce for Service  game-changing for so many huge brands?
9. What can brands learn about CX and brand engagement from aggregating/consolidating review data?
10. What action do you see brands take to improve ratings learning from their review data?

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