You might tend to ignore customer reviews or at the very least, not pay too much attention to them. But this is a mistake because customer reviews can be a fantastic tool for a business like yours and allow you to reach greater levels of success on the market. Let’s look at how you can use customer reviews to your advantage.
1. Gaining Loyalty
Negative or positive a customer review is always the chance to connect with a customer. That doesn’t mean that you have to apologise. If it’s a positive review, it might just be worth sending a note of gratitude. This lets your customers know that they are appreciated, and in the long term it could stop them from choosing your competitor in the future. Of course, that’s just one example, If you get a negative review, you can still gain loyalty from that customer by fixing their problem. If their complaint is justifiable and you can resolve the issue, there’s no reason for them not to buy from you again.
But it actually often has a larger impact than just one customer. If you respond directly to a negative review online, you are showing customers and potential customers that you do care about their complaints and their opinions. You’d be amazed the effect this can have on the perception of your business.
2. Changing Business
Sometimes, customer reviews can be a great way to charter the next great change in your company and many companies have recognised this. If you look at the Peninsula Group complaints procedure, you’ll see that it’s based on the idea of resolving the issues of their clients and customers. However, when doing this, it’s possible to see patterns in complaints and recurring themes. For instance, customers might have focused their complaints on a particular piece of software you are using. If that’s the case, it makes sense to debate whether to continue using that software or indeed work to improve it.
Try to remember that the individuals providing feedback are the ones buying your products and using your services. They know what they want from your business more than you do. So, it certainly makes sense to listen to what they have to say.
3. Bringing in New Buys
Finally, you should always encourage customer reviews of your business for one clear reason. Customers expect to find reviews of any company they use online these days. No reviews actually looks worse than a few negative ones because it suggests that customer opinion is being stifled. Reviews give new clients and customers a taste of what your company is like and what you can offer to them. And don’t forget that if you don’t allow them to review your business or products, they’ll just review it on independent sites where opinions might not be quite as rosy.
We hope you see now that customer reviews can be incredibly useful tools for business. Negative or positive, a review is a connection with a customer, and you should not avoid that opportunity.