Customer Advocacy: Unveiling the Voice of the Customer Through Google Reviews

Disclaimer: This communication is provided for information purposes only and is not intended as a recommendation or a solicitation to buy, sell or hold any investment product. Readers are solely responsible for their own investment decisions.

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In our journey to building a winning stock portfolio, we often delve into financial reports and market trends. But today, we're taking a detour to a more unexpected, yet crucial, source of information:

customer reviews.

This tip is particularly relevant for companies in the Business-to-Consumer (B2C) space, especially those with physical stores – think restaurants, retailers, or even car showrooms like Tesla.

Tesla: Showrooms as a First Impression

For Tesla, their showrooms are a key touchpoint for potential customers. It's where that initial brand experience is formed. So, what better way to gauge that experience than by looking at what actual customers are saying on Google Reviews?

Tesla Showroom in Millenia Walk, Singapore

Positive and Negative Reviews: A Goldmine of Information

Don't just skim for glowing reviews! Both positive and negative feedback hold immense value. Positive reviews highlight what customers love about the brand, while negative reviews can unearth underlying issues.

Finding the Reviews: A Step-by-Step Guide

1. Locate Popular Stores: Head to the company website and find a list of their stores. Tesla, for example, has a handy "Find Us" section [https://www.tesla.com/en_US/findus/list/stores/United%20States].
   

About 50% of Tesla's Sales comes from US, hence it makes sense to check the Google Reviews of the stores in that country first.

2. Search Google Reviews: Look up individual stores on Google Maps or search directly for "[Store Name] + [Location] + Reviews" on Google.

An example of Tesla's popular showroom in Florida

3. Prioritize Low Ratings: If overall ratings are positive, to save time, filter for the lowest star ratings. This helps you identify any recurring issues or recent spikes in dissatisfaction.

It is usually a good sign when the low reviews are not left by customers frequently.

Remember, customer advocacy is a powerful indicator of a company's health. By taking a peek into the world of Google Reviews, you can gain valuable insights that might not be readily apparent in financial reports alone.

Stay tuned for the next chapter in building your winning portfolio!