By now, you probably know why we love Customer Feedback and why you should too! However, collecting feedback and having an excellent reputation management are not one and the same thing. Read below to find out what are the building blocks of a great reputation management!
Don’t have your head in the clouds
The starting point for your company’s reputation is to acknowledge that you need to manage it! Nowadays, those who don’t use a reputation management tool are those who are left behind. Be aware that your customers want to share their opinion online about your business and give them an outlet.
Stay in your customer’s mind
More than 92% of all customers would check online for reviews before purchasing a product or visiting a business. Having customer feedback displayed on your website gives potential buyers the possibility to make an informed decision. It also makes them feel more secure in their decision and they become more positive about your brand.
Keep an eye on your reputation
Reputation management is not something stagnant, but it changes all the time and you need to constantly keep an eye on it! Be active on social media and have a feedback management tool so that you can be always up-to-date.
Say it loudly
As we mentioned before in our article 5 Things About Customer Reviews Your Boss Wants to Know, displaying your customers’ feedback on your website can bring you so much more than even traditional advertising. Therefore, you should not only ask for feedback but also display it everywhere possible, as your customers now become your advocates!
Be all ears
Listening to your customer should always be a priority! If you receive negative reviews about a certain branch, consider investing in training or hiring more staff. If you receive a negative feedback about a product, think about adding or removing certain features. Always adapt to what your customers are telling you and you will never have to invest a crazy amount of money in market research and focus groups ever again.
Face the music
Nobody likes receiving negative reviews, but ignoring those is not an option! Make your customer feel heard and assure them that you are doing everything possible to fix the issue. The way you handle a customer problem can say a lot about your brand and change your image from “just another company” to “a company that cares”.
Trust your gut
The trust your customers have in your company is crucial! Studies have shown that potential customers trust online reviews by others who have already tried the product much more than traditional advertising and experts’ testimonials. Therefore, investing in a reputation management tool can bring much more returns and it is definitely worth the time and effort!
Stand on your own two feet
Investing in a customer feedback tool means that you can take control of your own reputation, without having to rely on anybody else. Those businesses which invest early in reputation management before the rest catch up will be the ones with the competitive advantage!