Customer Reviews and Business Success
Local Business and Customers
Forbes states that customer reviews hold a powerful effect on the behavior of your audience – and therefore, the performance of your brand. The number of online consumers who read and trust online reviews is increasing. According to a survey by BrightLocal, 88 percent of consumers trust online reviews as much as a personal recommendation – which is astounding, considering most online reviews are posted by total strangers. The same survey found that only 12 percent of the population did not regularly read reviews for consumer products.
The Impact of Reviews
"Customers today use multiple digital channels to research information about local businesses," says Chris Campbell, chief tracking officer at Review Trackers, an online review-management and reputation-monitoring platform based in Chicago. When people say good things about you, be sure potential customers who may be researching your business know about it. "It's good to cover all your bases and be in a position to reach out to information-seeking leads," he says.
Businesses can use a similar method to gather testimonials, too. There should be a button or menu item on your website that says, 'Leave a review' or 'Rate your experience,'. This gives customers an easy way to say good things about you, and it also gives your business a quick way to confirm it received permission to use customers' comments.
Consumers are becoming more comfortable using the internet to find businesses on both PC and mobile. There are more and better services for locating businesses which make it faster, easier & better for consumers. It is habit forming and they’re starting to use it with increasing regularity.
Part of this growth can be attributed to more local businesses building and improving their online presence. Local data is more abundant and increasingly accurate which delivers better experience for consumers – i.e. they have a great selection of businesses to consider with lots of information to make an informed decision.
The Negative Reviews' Value
Reviews that point out deficiencies give you that kind of constructive information without spending anything. Of course, that's only a good thing if you actually make use of the data to improve your practices and connect with your customers in a more meaningful way.
Each bad review should cause action from you as a business. Take every opportunity to let consumers know you take customer service seriously, whether a negative review has been posted or not. Interact with your customers online and have an accessible, friendly tone with them. You can host polls to ask your customers what they think of any future changes you’re planning to make. Take the results seriously.
To sum up, as a business grows, negative reviews increase, but hopefully the positive posts will outnumber them. By taking a proactive approach to your online reputation, you can ensure that even when a negative review is posted, customers will still see you as a great company. The more you pay attention to them, the more understanding they will become.
A Missed Marketing Opportunity
A mere 7 percent of consumers have been asked to write a review of a local business. Yet most people – 89 percent, in fact – would gladly post their feedback if they had a positive experience and were simply asked. A slim majority of survey takers (56 percent) expect improved, mobile-friendly websites from local businesses over the next 12 months. Fifty-seven percent feel that providing special offers to returning customers helps set their business apart.
It also helps to keep in mind how you deliver those offers and other communications. Most shoppers, 69 percent, prefer email while 14 percent like phone calls. Text messages and social media tied were tied at 7 percent while snail mail trailed at 3 percent. More about direct marketing can be found here.
Giveaway Service mediates this process of exchange in the most efficient way there is. Customers are satisfied because they got a product to try out and you get a substantial amount of social buzz regarding your products. Authors post reviews on their social media pages and we can all understand how beneficial that is, especially when reviewers have many friends/followers. Their followers will get interested in your products and your business will surely start blooming because people are more inclined to buy products made by recommended brands. This is what makes you a winner too.
Focus on Quality and Customer Service
Focus on delivering excellent products, services and customer experiences. Do not compete on price, because you'll lose. Customers know that bigger national chains are cheaper than your small-town business. This is, however, not the only requirement customers are interested in. We all know that individuality and personalization are highly appreciated. Focus on delivering something that large chains cannot do. Offer them something special and original. The numbers below are here to prove our point.
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