To help kickoff LocationWorld 2016, Erik Jensen, Senior Director of Brand Engagement at Denny's, spoke on the mainstage about reviews. Jensen joined Howard Lerman, CEO of Yext, and Marc Ferrentino, Chief Strategy Officer at Yext, to discuss the importance of customer reviews. Denny's was one of the first customers to use Yext's Reviews product, and Jensen described the impact of customer reviews on the brand.
"Historically, businesses have been very reactive when it comes to reviews. It's time to be more proactive."
– Erik Jensen, Senior Director, Brand Engagement, Denny's, Inc. | @dennysdiner
Nearly 9 in 10 consumers trust online feedback as much as a personal recommendation. But since happy customers are more likely to stay quiet, businesses that wait for reviews to come in organically risk having a negatively skewed representation of their customer experience. The quick fix? Reach out to your customers and request their feedback. All you have to do is ask.
Jensen has 20 years of experience in the marketing communications field. He is responsible for the strategic development and execution of all national and international brand elements that support overall business objectives and national calendar activities while driving integration and innovation. The work of the Denny's team and agency partners has resulted in recent Effie, Cannes Lion and Addy Awards.