The Power of Customer Reviews
Customer reviews can make or break your business, but the idea of dealing with them can be daunting. Research by BrightLocal has shown that 85% of customers will trust online reviews as much as personal recommendations, and positive reviews make 73% of customers trust businesses more! Here are a four tips and strategies to ensure you deal with your customers right.
Actively use positive reviews to build your brand reputation. Customer reviews make people trust and respect your business but the extent of this effect is controlled by you. Putting positive customer reviews in the spotlight, such as on the first page of your website, maximizes this effect. You can also share positive reviews by email or social media. Another tip is to use the names and photos of the customers where possible as this validates them as genuine.
Be fast; respond to both positive and negative customer reviews quickly. A fast reaction to problems ensures that damage is mitigated and a customer doesn’t generate ‘bad will’ towards your business. A quick response ensures that both current customers remain loyal and potential new customers see your business as active.
Keep review and feedback forms short and sharp. No one wants to fill out a long form and you want customers to be in the best mood when they give you feedback! Feedback forms should also be as fun as possible for the same reason and to leave a positive impact on customers.
Turn your customers into brand ambassadors. A small vocal group of supporting customers provides a genuine positive backing for your business. These customers will not only be very loyal to your business, they will also endorse you. Although a large portion of your customers trust online recommendations as much as personal ones; the personal touch of a brand ambassador makes a difference!
Customer reviews are a great way of giving your business the boost it needs when dealt with correctly. Ensure that your business frequently checks customer review websites such as Yelp or Google Business – even if you do not plan on responding. Often reviews are the fastest way to understand your customers and therefore maximise your business’ potential.
If you would like to read about more ways to transform your brand, check out our other blogs here.