Nowadays, customer reviews are of extreme importance to any business. Therefore, taking proper care of them is essential! However, who should be the one responsible for your customer reviews? Continue reading to find out:
1. Why collect customer reviews in the first place?
Today, customers are accustomed to reading reviews before buying a product or visiting a business. In addition, many customers also leave reviews once they have had an experience with your company.
A recent study by Invespro found out that:
- 90% of all surveyed customers read customer reviews before visiting a business
- 88% of all surveyed customers believe and trust online reviews as much as personal recommendations
- 72% of all surveyed customers consider companies with positive reviews to be more trustworthy
- 31% more is being spent on a company which has “outstanding” reviews
Therefore, collecting customer reviews can make the difference between success and failure for a company!
(Psst… if you want to find out more about what effect customer feedback has on the development of your company, click here!)
2. Managing your online reputation
Once a company sees the value in collecting customer feedback, the next step is to decide how to manage the process. What many marketers find out is that collecting customer feedback is only the first step. Equally as important are the next stages of analyzing and responding to the reviews, as well as taking actions based on them. Therefore, having an experienced customer success team, who will manage your online reputation is crucial. Their tasks will include creating surveys and asking for feedback, replying to and managing customer reviews, managing your social media reviews, social listening, etc.
3. Reputation management online tool
Once you decide on which team is going to take care of your customer reviews, the next step is to decide on a reputation management tool. The reason why you need one is that it will help your team tremendously to save time and effort manually replying to the reviews, as well as analyzing the data and creating reports. Furthermore, by using a reputation management tool you can easily create reports and graphs where you can see what the trends are. For example, you can see your customer satisfaction levels over time and use that to make decisions about your future operations. Those graphs are also invaluable when it comes to asking the management for a bigger budget, as you can now easily quantify customer satisfaction and show its development over time.
In conclusion, when it comes to customer reviews, think about not only how to collect them but also who should manage them! Having a team of professionals who are using the right reputation management tool can ultimately improve your customer experience, and increase your customer satisfaction levels and word-of-mouth!