It is sometimes difficult to convince your boss that they should care about customer reviews. After all, they have so many other things to focus on, who has time for customer feedback management? Why not just focus on the quality of the product and then the positive reviews will come, right? Well, it is not so simple and actually thinking about what reviews your customers leave can bring a lot of potential for improvement!
Listening to your customers’ feedback can help you improve your products and services
Often bosses get scared that there might be some negative reviews which will influence other potential clients and deter them from buying. However, lower-star reviews can bring so much insight into what might not be working in your company. Whether a faulty product or not-so-optimal service, there are always things you can do to improve! Collecting customer feedback removes the need for expensive focus groups, as what customers might have liked during the initial market research might not be the same as what they enjoy after using the product for a longer time. Customers’ needs and expectations evolve over time and you can easily keep a track on those with a constant stream of customer reviews.
Managing your customer reviews shows that you care about your customer’s opinions
Asking your customers to give you feedback and responding to it gives the impression that you care and value your customers. This transforms them from regular customers to ambassadors of your brand! In fact, 7 out of 10 customers would give feedback if asked. The more reviews you have, the more trustworthy you appear. It demonstrates to your customers that caring about their feelings and experiences is your utmost priority. And this is what it will make them come back again and again!
A better source of advertisement
Nowadays, consumers don’t care about commercials and are used to skipping or muting them. They don’t trust them and are critical of their claims. However, what they do trust is the opinion of other customers who have already used the product or service. This is where customer star reviews have become invaluable! Displaying those on your website can bring you much more than generic advertisement with unconvincing “expert” opinions.
It is a great measure for customer satisfaction
It is as simple as this: high customer satisfaction leads to more consumer loyalty. Consumer loyalty leads to more profits and bigger market share. Therefore, customer satisfaction should be your primary goal and a customer reviews management tool would be your biggest helper. In addition, it can help you predict future financial performance.
Customer reviews can help your boss to make management decisions
Customer reviews give unique information which otherwise would be quite difficult to collect. For example, it can show if a certain branch of your business is disliked by your customers even if the sales there are normal. This can help you boss make the decision to reform this branch, to introduce some trainings or to hire more staff. In addition, if a product has features which consumers don’t use, your boss can take the decision to remove them or to redesign the product. It gives the management of the company concrete data and insights about the company from the point of view of the customer.