Boating Industry

October 2014

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CONTENTS Boating Industry 4 | Boating Industry | October 2014 WEBINARS ON BOATINGINDUSTRY.COM Missed any of our recent webinars on social media, the state of the industry or marketing? You can catch recorded versions of those and all of our webinars on our website at SIGN UP FOR BOATING INDUSTRY ENEWS Want to read more from Boating Industry? Be sure to sign up for our free twice-weekly newsletter to get the latest news, trends and data affecting the marine industry. Sign up at LIESTMAN: GAIN CUSTOMERS FOR LIFE BY MANAGING NEGATIVE REVIEWS ONLINE Brianna Liestman is the newest addition to the Boating Indus- try editorial staff. In a recent blog, she shares her insight on managing negative online reviews: "The problem with a negative review is twofold: not only is it evidence of an unsatisfi ed customer, but they are turning away potential customers. How do you keep this from affecting your business? … If you choose to respond, remember to be polite, courteous and express a genu- ine desire to fi x the problem. Their concerns are likely legitimate, or at least the cus- tomer believes they are strongly enough to leave a poor review, and you should take the time to address them. Respond privately if you have the option to do so. … So you've tried improving the review with the customer and they still aren't satisfi ed. You can't get rid of it. You can't ask them or the website to take it down. What's next? Encourage the customers you work with who are clearly satisfi ed to leave a review online, either on your Facebook, Google reviews or a review source like Yelp or Angie's List. However, if you're going to solicit positive reviews from your customers, make sure they are sincere." Read more at FOLLOW US ON: 8| IBEX HEADS TO TAMPA 9| HOT SPOTS Coastal states lead PWC growth 10| INDUSTRY NEWS Updates from Brunswick, Yamaha, Discover Boating and more 10| SAME-STORE SALES REPORT Sales grew 7.4 percent in July 10| SEARCH SCORECARD The top mobile devices used in boat searches 12| KEY PERFORMANCE INDICATORS Benchmark your performance against fi ve key indicators DEPARTMENTS Launch Research 16| LACK OF MINORITIES NOT A CONCERN FOR MANY Industry more worried about aging buyers, survey says Product Guide 52| FINANCE A guide to companies offering fi nancing in the marine industry THIS ICON IDENTIFIES ARTICLES BASED ON EXCLUSIVE MARKET DATA .com ONLINE THIS MONTH

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