Customer reviews are critical to the success of almost any product or service. Whether you look at official case studies or you ask random people, they are likely to indicate that they prefer sites that have customer feedback present. You’ve probably figured out the importance of online reviews, and you want to make sure that your online reputation is a favourable one. The first question is, how do you get customers to leave a review about the customer experience? Also, how do you take advantage of the feedback you get?
Let Them Understand Reviews Are a Thing
You’d be surprised to learn how many customers would leave a review if they knew they could or if they knew where to. Sometimes, you need to educate your customers on how the review process works when they do business with you. Do you have the customer’s email address? Take advantage of that and communicate. Your educational email doesn’t even need to be anything more than a two min read.
If you talk with your customers, you can help them learn how to leave a review on what is to like or dislike about your site. Facebook and other social media outlets allow you to use your presence in many ways. Maybe you could share a post for them to see.
Do you have a blog? That’s another one of your top options. This blog, for example, is teaching you how to tap into the potential of online reviews. Why not use your blog to make a post about leaving a review. You don’t always have to be promoting your services or trying to improve your market share.
Make Sure Your Services Are Worth It
Do you know that you don’t always have to ask for a review? The services you provide are a reflection of your brand. You can have a beautiful site with the best search algorithm in history, but your service still tanks your sales. Some businesses get all the page reviews without even asking, while others wonder if their product is being used.
Online reviews come from the kind of customer who feels driven to speak on the customer service received. A company can create that drive in a good way or a bad one. Which business do you want yours to be in that equation? If you look at review sites for social proof, for example, you can see the kind of persons who write a review. They are either very happy or quite upset. There are exceptions, but these are the most vocal of consumers.
Consider what your core offering and terms of service are. Try to go above to make customers more than content. If you sell car parts, for example, maybe you can offer free installation and even free air freshener. High-quality service creates customer advocates and more favourable feedback on your website.
Don’t Ignore Negative Reviews
If you’re the type of person who loves to block out negative energy, that’s not a bad thing. However, your brand image may take a beating over time if you take that approach. Imagine what happens when potential customers know that you don’t even try to help those who used your service or product and didn’t like it.
Instead, consider implementing a recovery strategy to improve the outlook of unhappy customers on your company. Sometimes, the customer is wrong. Consumers may violate the terms of service, use the product wrong, or misunderstand the service. However, it’s your opportunity to turn a bad experience into a good one. Who knows? You could even use your service recovery plan as a marketing strategy.
Do a quick Google search on service recovery for some pointers, but the idea is to offer something of value to increase the trust of unsatisfied consumers. Invite customers to contact you if they have a great experience or a bad one. Be sure that your website has a “contact” us page, and ensure that the information on it stays current.
Note that you don’t even need to wait for them to reach out about what they didn’t like. You can respond to negative product reviews to show your dedication. Use Google or your favourite search engine to find third party review site alternatives that may have valuable feedback.
Social media platforms, such as Facebook, can also help you to find out about the general customer experience too. A customer is way more likely to post about a frustrating experience than to email your management team about it. If you can find such posts and be the first to respond, others are going to take notice, which improves your public perception. You may not realise this, but your actions are marketing tools in this way.
Refer to customers who leave a negative review by name. Email the customer or call if you can too. Finding the review is good, but what are you going to do about it? Ensure you get all the necessary information on what happened and what the disgruntled person didn’t like. Execute your service recovery plan and ask the customer how you can improve too. Your online reputation can improve immensely from this.
You don’t even need to ask for reviews again when you handle the recovery experience well. There’s social proof that an upset customer can be a problem, but those who are taken care of well can become a partner of your business, where favourable press is concerned.
Don’t Ignore Your Online Presence
Your online presence can indicate the kind of customer reviews you should expect. That’s why your business needs to stay aware of what customers and onlookers think of it. Get involved in all the social media platforms, and give the public a chance to speak.
Of course, social apps don’t have the rights reserved to freedom of expression, so employ Google to try finding out what the consensus is everywhere. The search results can teach you a lot. Maybe you need to modify your best practices. Alternatively, you may need to strengthen your email marketing campaign. You may even find that persons think your website is outdated, and it’s time for an upgrade.
Don’t leave your reputation to chance, as you can give your company a competitive advantage and get favourable customer reviews. If you don’t have the time to comb through the internet the way you’d like, use management software to link to the platforms you want.
When the system identifies a negative customer review, you can observe the feedback and try to improve. It’s like reviews allow people to share free business tips without your asking. Retain the favourable parts of the experience and work on the weak areas. If you can, try to get an email address for some of the customers, so you can contact them and discuss both the great and bad experiences.
Be the first to find out what kind of feedback persons are leaving about your business on any site, so you can incorporate the customer reviews to help your company grow. You may even get some marketing and sales insights while you’re at it!
Implement a Review Incentive
Many sites increase their product reviews by offering an incentive. If you can give a customer something valuable for an online customer experience review, your company is going to notice a spike in feedback. This is something else that your business can mention in your email marketing campaign too. Please don’t do anything to tamper with the process as customers leave reviews on their customer experience. Let them know it’s OK to leave positive reviews or negative ones.
Allow them to opt-in to email communication, so they can choose to have you respond to negative reviews via an email address.
Tackling the Common Questions
It’s almost time to wrap this up as if it’s the ending of your favourite rom-com. Unlike a rom-com, though, there’s more to learn from this blog. Before riding off into the sunset, there are four questions that company executives love to ask. So, here are some concise answers.
How Can I Improve My Online Reviews?
Pay attention to your online presence, provide top-notch services, teach your customers how to leave a review, and offer an incentive at times for feedback on the experience.
How Can I Get Reviews Fast?
While you should let reviews take their course, you can do a couple of things to speed up the feedback process. You can try bundling an opt-in customer experience review system to product surveys. Alternatively, you can think of a valuable incentive and let it do the trick.
How Do I Stop Bad Reviews Online?
A positive review is a blessing, but a negative review isn’t necessarily a curse. The recommended way to stop the bad ones is to acknowledge them. Your business needs to understand what the problem was, so it can be corrected. Was it subpar customer service? Was the product defective?
Set up a recovery plan to take a customer from disgruntled to happy and execute it. Go the extra mile to find the bad reviews, even if that means checking review sites manually or using a review management system.
How Do You Politely Ask for a Good Review?
While there are ways to do this, you should never try to influence a customer’s decision this way. Let the person give honest feedback so you can understand what you do well and what you don’t