The consumer market continues to grow year on year and with the rise of internet shopping and marketing, it’s more important that your brand has a good reputation. Reputation means everything from the quality of your products & services, to your customer service and in this day and age, a bad reputation can send your businesses earnings spiralling down.
Why should you care about reviews?
87% of people trust reviews online just as much as from a family member or friend. This is the starting point for some customers. If a customer requires a product or service from a business they haven’t heard much about they are likely to do two things ask a family member or a friend and look at reviews online. This gives them more of an idea whether they can trust your brand and whether the quality of products or services is worthy of their cash.
When are people likely to leave reviews?
Commonly customers are most likely to leave reviews when they have had a bad experience, this is because reviews are very public and depending on the nature can gather a lot of attention. For businesses of any size, this can be a bit tricky to diffuse but they need to be handled quickly. Facebook is now a great platform for businesses to build a customer community and keep people updated, it also has a reviews section which allows people to post their experiences very publicly which isn’t a problem if the reviews are good but, can be bad for business if it’s not dealt with.
What about good reviews?
Unfortunately, customers who have an average to good experience are not often inclined to leave a review, as the level of service is usually expected and they often forget that. If you have had a memorable experience and someone has gone out of their way to help then customers are more likely to give a review but may need prompting to do so.
But I don’t have any reviews!
Having little to no reviews can be off-putting to customers looking at your products or services, as it could mean your business isn’t established. This can cause your potential customers to choose a competitor, especially if they have reviews. The more informed customers are the more they will be willing to spend their hard-earned cash with you. Ask your customers to leave you reviews, give them a card or a leaflet with details of how they can leave a review, email your customers to ask for feedback. Every review helps.
To summarise, customer reviews are important and getting as many good reviews as possible will help you gain more customers and improve your Google rankings! You have to deal with bad reviews effectively, burying your head in the sand won’t make it go away! Lastly, don’t ask don’t get, ask your customers to leave you reviews and feedback!
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