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Rewards, Recognition & Customer Service: Doing it Right the First Time

Online reviews have become a reference point for most decisions. Whether you are booking your next vacation, exploring a new restaurant or finding the best deal in gadgets, you are most likely going to read or watch that top five most recent reviews about that brand or business.

This consumer behaviour has become the new norm. Here are the numbers:

  • Nearly 95 percent of shoppers read online reviews before making a purchase (Source: Spiegel Research Centre, 2017).
  • 57 percent of consumers will only use a business if it has a 4 or 5-star rating (Source: Bright Local Survey, 2018).
  • Consumers read an average of 10 online reviews before feeling able to trust a local business (Source: Bright Local Survey, 2018).
  • There are over 20 million research results on YouTube for “unboxing”.
  • 6 percent of consumers check reviews on Google before visiting a business.

In a world full of choices, we tend to use the decisions of others as a mental shortcut to navigate the complexities of life. The emergence of online reviews and ratings, unboxing videos, and social media influencers has affected our behaviour in making a move.

More than providing useful information or a preview of what to expect, a typical consumer sharing their experience animates excitement and anticipation for the potential customer. These are powerful triggers that spark interest, create a need and validate choice. On the negative spectrum, a bad experience will drive away customers.

We have all experienced the good, the bad, and the ugly of customer service. Often, customer service tends to fall into the bad and ugly categories. We have all gritted our teeth before calling a company for service or walking into a store to return an item, fearful of a confrontation because of a rigid policy or simply because of the bad attitude of the person serving us. But whatever the cause, poor customer service can have a lasting effect on both the business offering it and the person on the receiving end.

When it comes to shopping for employee rewards, we want you and your employees to have an awesome experience with our Merchandise Marketplace and Experiences Marketplace, and we go the extra mile to ensure that happens.

At BI WORLDWIDE Canada (BIW), we source well-trusted merchandise and experiences from reputable manufacturers/service providers giving your employee reward participants the peace of mind knowing the items they redeem for meet our high-quality sourcing standards.

Problem? No problem.

Your employees have worked hard for their reward and it’s our job to create a worry-free experience for them from start to finish. That’s why we have a dedicated Customer Care team who is committed to the success of your employee rewards program, which starts with delivering stellar customer service.

Our Participant Support Specialists (who are BIW employees) work closely with our buying teams and fulfillment partners so we can provide fast, thorough support. They provide customer support in local languages and time zones across Canada.

Our promise: If something is wrong, we’ll make it right.