When was the last time you booked a hotel room without reading reviews? Or bought something from Amazon without checking the reviews? Or gone to a new restaurant without visiting Yelp first? In fact, 97% of all customers read online reviews before they purchase something! Therefore, collecting online reviews and managing your customers’ feedback is something worth investing time in!
There are so many business owners that invest time and effort in producing the best product or having the best service, but then never actually follow up with customers. How would you then know if what you offering is meeting your customers’ needs and wants? How would you know if you should change or improve a certain feature? How would you get new customers?
Not collecting or managing customer feedback is probably one of the biggest mistakes a business owner can make. Did you know that 31% of customers would spend more on a business with good reviews? What other thing which you can literally do today can bring you such a big increase in revenue? Take advantage of this untapped market by simply investing more time into thinking about your customer reviews!
First of all, are you already collecting feedback? If not, what are you waiting for? Collecting reviews can bring you up to 18% more customer loyalty and up to 21% more customer satisfaction! What do you have to lose?
If you are already collecting feedback, consider the tool you are using. Is your customer feedback management tool efficient and saving you time and resources? It makes no sense to waste time manually sending surveys and accumulating reports! By using a tool you can focus on what matters, and not on the technical aspects of collecting feedback.
Invest your time wisely into creating meaningful surveys and sending them to target customers. You should always have a clear goal in mind when sending a survey. Think about what information you are trying to unveil! Sending a survey just for the survey’s sake is wasting your time and your customer’s!
In addition, spend some more time in setting up an automatic request for feedback after a customer buys your product or uses your service! Investing some time to write a request which is concise and clear and deciding on how much time to leave for the customer to test the product before asking them for a review is crucial!
Furthermore, spend some proper time responding to your customers’ reviews, no matter if they are positive or negative. Show your appreciation for the time your customer spent writing the review. Make sure they know you care about their opinion and you are taking it into consideration. Display concern for the problems they might have experienced and ascertain them that you are doing everything possible to fix those.
Finally, consider how you can go the extra mile! Organize a competition where your customers need to upload the most creative pictures of them using your product on social media and offer them an exciting reward! Sometimes a little bit of extra consideration of your customer reviews can go a long way!
Read our Ultimate Cheat Sheet about Customer Satisfaction to help you save even more time in optimizing your customer feedback!