12 Days of Social Media Christmas: Online Customer Reviews
Receiving your first customer review can be a nerve-racking time. We discuss why actively gathering customer reviews, good and bad, can be great for your business and its reputation.
Asking for Reviews
Have you ever noticed on your receipts a website or number to call to take party in a customer survey? It’s usually in exchange for a small discount on your next shop. Though we don’t suggest you set up an elaborate receipt printing system just to capture customer feedback, we do hope you take some inspiration from it.
Capturing customer reviews as often as possible could be the most important thing you can do for your business. Not only does this give you a front line perspective of how your business is perceived by your customers but it can also provide ready-made positive PR.
Negative comments can be hard to swallow. Especially when it’s about a business or service you have poured your blood, sweat and tears into creating. So when one lands in your email inbox or on your social media it’s easy to get angry and upset. However, it’s vital you don’t respond emotionally.
For a detailed guide on what to do, check out our piece ‘Eight Great Tips for Handling Bad Reviews’.
So you’ve had a positive review, great! Now should you just read it repeatedly to yourself in the notion of a job well done? No, what you should be doing is promoting that review! Respond to the reviewer and thank them for their custom and comments, share it across your social platforms and generally make it a big deal. You should be proud of your review so make it an event. It might even encourage more people to review your services in the future.
Where to Capture Customer Reviews
There are plenty of places to capture feedback online. Social media channels such as Facebook and Google+ allow customers to give your business a star rating as well as leave their feedback in the comments. This type of review is on an open forum for all to see so can make a big impact on new visitors to your page and potential new customers.
External websites such as TrustPilot are great for capturing reviews on a platform trusted by consumers. If your business is a hotel, restaurant or attraction you could sign up with Trip Advisor, not only for the listing advantages but also for the renowned review platform integrated into the website.
Completing a Survey
If you’re looking for a more detailed review of the products or services you provide you could run a survey. Websites such as Survey Monkey offer an easy survey creation tool, which you can then email directly to your customers.
The advantage of using a survey is the customisation of the questions, such as the ability to build up a customer profile by asking age range or location. This can then be cross-referenced with the date of purchase, offers or campaigns running at the time and products bought, to see if there’s any correlation.
Being able to drill down into this sort of data is ideal for introspective research into the products and services you provide, campaigns you have run, and how you can make them better in the future.
Overall, reviews good and bad can be massively beneficial to your business. From confidently resolving a customer complaint to shouting about a positive review, this all goes towards building up your business’s reputation in the marketplace.
Do you ask for customer reviews? How has this changed the way you do business? Let us know in the comments.