Four Ways To Reshape Your Business With Customer Reviews
All customer feedback has the potential to reshape and enhance your company. Surprisingly, this is even true of negative and confusing reviews. Although you might see these write-ups as nothing less than PR nightmares, they’re actually invaluable when it comes to determining the direction of your business. In fact, this feedback can even pave the way for deeper and more meaningful instances of customer engagement. Following are four ways to use both the good and bad feedback that your company receives to make your organization stronger, and to drive your brand to higher levels of overall success.
1. Foster Trust By Dealing With Complaints In A Transparent Way
Every company is bound to receive negative feedback at some point in time. Thus, your goal as a business owner is never to avoid negative feedback entirely, but to instead have a solid plan for addressing it. Smart consumers won’t just be paying attention to the nature of the reviews that you receive. Instead, they’ll also be looking at how you respond. If you always make a visible effort to address customer complaints in a timely fashion, your prospects can rest assured that their own needs will never be neglected. The total transparency provided by public review platforms will always work to your benefit if you’re diligent about responding to the different concerns that are raised. To ensure that no reviews are overlooked, invest in the best review monitoring tools for remaining on top of this feedback.
2. Gain A Better Understanding Of Your Customers’ Pain Points
It is simply not possible to please all of your customers all of the time. This is why even the most dedicated and customer-focused businesses are bound to occasionally receive negative reviews. Customers that are difficult to please can be among the most frustrating to deal with, but they can also be the most helpful when leaving feedback. These individuals will often provide invaluable insights into the different buyer personas that are targeting your business, as well as their individual pain points. Knowing what these pain points are is absolutely essential for learning how to alleviate them.
3. Redirect Your Focus
Consumers trust online reviews far more than they trust the claims that businesses make about themselves. This feedback, however, does far more than simply provide prospects with an accessible record of customer opinions. It also gives business owners valuable insights into the success or their current operations. You might find that although you’re placing a great amount of emphasis on ensuring superior levels of customer service, you aren’t placing enough attention on the overall quality of your products and services. Key factors such as presentation, cost, and the timeliness of service are likely to come up in your reviews. When they do, you can use this information to better streamline your operations and to make them more customer-centric overall.
4. Take Advantage Of Negative Publicity
The old adage is true: there really is no such thing as bad publicity, especially for companies that know what to do with it. Incredibly negative reviews of your business are virtually guaranteed to garner attention, and this means that you’re assured of having an opportunity to converse directly with your market in an informal and very personable way. This makes it vital for business owners to regularly check the different platforms on which they’re being reviewed, and to offer carefully calculated responses to the feedback they’ve received. Beyond allaying the fears of prospects that might be discouraged from converting by these write-ups, you also have the chance to control both the direction of the conversation, and its magnitude of exposure. For instance, if you’re able to successfully turn a negative discourse into a positive one, you can then share clips of this exchange with your social media contacts to show the world how committed you are to customer satisfaction.
A lot of business owners are overlooking the true power and potential of online reviews when it comes to shaping the directions of their companies. This feedback can be helpful for both educating and converting prospects. When company owners make the most of these reports, they can additionally garner lots of helpful information for streamlining their organizations, and propelling them to higher levels of success.