Some managers in smaller companies might feel like their business is not big enough to start asking for customer reviews, but they are wrong! Customer reviews are not only something which small companies need to use, but it could be what puts them on the map! Customer reviews raise brand awareness and attract new customers, while helping retain the existing ones. Continue reading to find out why small customers need customer reviews as much as bigger companies, if not more!
1. Increase business
Nowadays, customers expect to read reviews before purchasing or visiting a place.
And if a business has no reviews, customers are very likely to be suspicious of the place and not even consider buying from you. In fact, a survey by BrightLocal found out that 90% of customers are influenced by positive reviews and 94% will use or visit a business with at least a 4-star rating. Therefore, encourage your existing customers to leave you reviews (68% of customers would leave a review if asked!). By having many positive reviews and ratings online, you can grow your business substantially.
2. Customer reviews replace marketing
Small companies tend to have tight budgets especially when it comes to marketing, advertising, branding, market research, etc. However, the truth is that customer reviews can replace those to a very high degree. Use customer feedback to track what your customers think about you and your products.
(Check out our article on “How to Use Customer Feedback for Your Marketing Strategy” to learn more!)
3. Be mobile-friendly
Having a mobile-friendly website with clearly displayed customer reviews will drive the traffic you get to your store. The modern customer uses a smartphone all the time and therefore real-time information is crucial for small businesses.
The beforementioned survey found out that “97% of all consumers use the Internet to find local businesses”. In addition, they found out that 3 out of 4 consumers who have searched up something nearby go to that business within one day. Even though the foot traffic has reduced by more than half in the past 5 years, the value of every visit has tripled. This means that customers go to local businesses more prepared and aware of what they want. Therefore, being mobile-friendly and having reviews on your website can go a long way to drive traffic.
4. Turn negative experiences in positive reviews
It is not uncommon for a business to get a dissatisfied customer. After all, no company is perfect! However, the way you handle those customers can turn their negative experience into a positive review! Encourage them to tell you what went wrong, respond to their review and apologize and adapt accordingly. By fixing the issue they encountered, you show that you value and care about their customer experience.