We all know customer reviews are crucial, but what would you do if you had only 24 hours to improve your customer feedback? Here is a detailed list, hour by hour, of what you can do to make your customer reviews much better, if you were to pull an all-nighter.
The first step is to keep calm and create a plan of action! Among other things, you will need to address social media, Google reviews and websites for reviews in the industry you are in (for example Yelp, Booking.com, Amazon, etc.), in order to improve your customer reviews.
Make sure you have all sign in data for your social media accounts. The main social media channels you will need to address are Facebook, Twitter, Reddit and Youtube.
If you are missing profiles on some of those social media channels, don’t hesitate to create them. If it is a channel which you think people won’t use, you need to make sure that nobody else would set up an account using your name.
Perfect your social media profiles and website. Include FAQ section and About us section. Give your customers a way to contact you directly if they have questions, be it a contact email or a chat function.
Once you have done the basics, it is time to install a customer feedback tool. It will save you a lot of time in sending surveys manually and collecting the data. It will also create reports for you so that you can see the trends in your customer feedback.
It is time to create your first survey! Design a survey which is short and concise and with a clear goal. Inform your customers in the beginning of the survey how long the survey will take and inform and include a progress bar.
And now that you have the best-designed survey, go ahead and send it to your customers. A good idea is to start with a targeted survey which you only send to a selected group of customers. Thus, you can see their reaction and adapt future surveys based on the feedback you got.
Once your customers have replied to your survey, use your customer feedback tool to create reports and see what are the trends. This can be very useful to show what your customers think about you and if what you are offering matches their needs and wants.
Based on the feedback you got, make sure you adapt your product or service. If lots of customers are unhappy with the service at one of your branches, invest in training or additional staff. If your customers don’t like a particular feature of your product, remove or redesign that feature.
Did you know that 80% of consumers trust reviews as much as a personal recommendation? This is why you should post selected positive reviews on your website for all your potential customers to see. Those reviews are trusted by consumers much more than so-called “expert” reviews or testimonials. In addition, include the customer’s name and picture when you post their testimonial. This can be a nice way to thank your customers, and it also adds a level of credibility to their review.
Make sure your customers know that you are taking their feedback into account and using it to improve your products. It is crucial to make them feel heard and appreciated.
Follow up with your customers after they have ordered from you. Always send them a short feedback request and ask them if they are happy with the product.
Next step is to continually keep an eye on your social profiles. Respond to comments and suggestions posted from customers on social media. Engage with them and open the conversation.
Deal with your negative reviews and make sure that you reply to every single one of them! This is actually crucial. For example, Yelp users are 33% more likely to upgrade their review if you respond with a personalized message within a day.
Respond to your positive reviews as well! Even a simple thank you can have a positive effect, as it will show your customers that you read their reviews and you take them seriously.
Now that you have the basics covered, it is time to go the extra mile. Organize a raffle and encourage your customers to post a picture using your product or visiting your store on social media. Offer an exciting price for the customer with the most creative picture and watch the posts pile.
Another thing you can do to get even more customer reviews is to offer your customers a discount code or a free delivery if they post a review or a picture on social media. The more reviews there are, the more likely you are to get new customers and businesses.
A further good idea is to have tablets positioned at the exits of your store where customers can quickly give feedback. Ask them no more than 1-3 questions and keep it simple. Something like “Would you recommend our store to friends and family?” can give you a very useful Net Promoter Score (NPS). Creating a review station in your store can give you even further insight into what your customers think about you.
Use this hour to change your Email signature. Consider how many emails you and your company send per day! Include a review link in your standard email signature and you will be amazed at how many consumers will use it.
Optimize your website for mobile searches. Often your customers might look up your website and reviews when they are on the go. Having an easy-to-navigate website, where it is easy to post reviews and read others’ reviews will bring you even more business.
Print a branded reminder and include it in every package. For example, a bookmark or a coaster with your brand logo in every package not only promote your brand for free, but reminds the buyer about reviewing your site.
Reach out to influencers! Connect with influencers and once you have their attention, seek help with getting more reviews. You might need to offer them your products for free and encourage them to leave you a review. This review can be on social media, where all their followers and fans will witness it. Your brand awareness will go through the roof!
Improve your customer service. Customer service has a lot of potential when it comes to convincing customers to write reviews. Customer-centric business practices help you fulfil customer requirements, which in turn get you more reviews.
Employee satisfaction is the final piece of the puzzle. Satisfied employees provide better service, better service leads to more reviews, and more reviews bring you new business!