Online Reputation: Reasons Why
Customer Feedback Is Important
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Customer feedback plays a major role in the
success of your business.
Nowadays, before a consumer makes a purchase
or avail of a service, they scroll through several
customer reviews. They read the comments to find
out other people’s experiences. Online reviews are
the equivalent of
traditional word-of-mouth.
Maintaining a good online reputation enhances
customer relationships and brand awareness.
It is important to maintain your online reputation.
Online reviews influence people’s buying decisions.
If you don’t know how much impact reviews have,
we’re here to enlighten you.
Can Customer Reviews Tell You Something
Important?
Customer feedback offers valuable information.
As a business owner, reading the reviews left by
your customers will give you ideas for new
strategies. Online reviews will also allow you to
make adjustments — giving your customers a
better experience. Online reviews give you a
chance to improve aspects of your products or
services, helping you keep your customer base
satisfied and loyal. Find out how to use customer
reviews to your advantage and more.
There are two types of feedback — unprompted
and prompted. Prompted feedback comes from
different forms of surveys. On the other hand,
unprompted feedback is reviews left on different
platforms like Google, Angi, and Trip Advisor.
Why Customer Feedback Is Important: 7 Reasons
Why
Online reviews are comments from clients or
customers who have done business with you.
Customer feedback can be positive or negative —
expressing
customer
satisfaction
or
dissatisfaction about your products or services.
Feedback, either prompted or unprompted, is
useful to the growth of your business.
Here are some reasons why customer feedback is
important:
1. Helps Improve Customer Service
When you read reviews from customers, you get
ideas on how they feel on the receiving end. More
often than not, you’ll see valuable input from
them. Reviews help you form new strategies to
level up customer satisfaction. Considering their
feedback helps provide a better customer
experience
for your existing and potential
customers.
2. Provides Social Proof and Credibility
With the rise of illegitimate businesses, people are
warier about doing business with anyone without
consulting the internet. As we said, people take
reviews like traditional word-of-mouth, showing
how it is important to maintain your online
reputation. People are more inclined to choose
you when they see that you have a digital
presence, more if it’s a positive one.
3. Gives People a Chance to Have a Voice
Customer feedback gives people a chance to
share their experiences. When they leave a
review on a positive note, there’s a chance
that they’ll purchase from you again, creating
a sense of loyalty. Leaving reviews also
makes people feel that they have a voice.
4. Helps Generate More Reviews
When people see plenty of reviews, they’re
encouraged to leave one as well. Online reviews
make them feel predisposed to do the same. They
gain confidence in sharing their thoughts and
experiences with your products or services.
5. Serves as a Marketing Campaign
This is another reason why customer feedback is
important. Feedback offers plenty of benefits to
the growth of your brand. They serve as a long-
term marketing campaign for your business —
especially positive reviews. Customer reviews exist
long after customers leave them.
They give your brand a positive image and build
brand awareness. When people search for
products or services that you offer, they’ll likely
stumble upon your business.
6. Improves Customer Retention
Reading reviews from your customers will give
you an idea of whether your business is thriving or
if there are areas that need improvement.
Satisfied customers will stay with your brand. On
the other hand, unhappy customers will be gone
as fast as lightning.
Customer feedback allows you to change aspects
of your business to retain customers. When
customers see that you care about their
experience, they remain loyal. Doing this satisfies
unhappy customers — lowering the chances of
them looking for an alternative.
7. Provides Valuable Information to Potential
Customers
In a world where almost everything is done online,
people rely on reviews from other customers. They
lean towards other people’s experiences rather
than marketing ads or expert advice. Many
company websites integrate platforms where
customers leave reviews, such as Google Reviews,
Angi, and Business Yab.
These platforms provide potential clients easy
access to other people’s feedback. When they see
plenty of 5-star reviews, they’re likely to push
through with their purchase without a second
thought.
How to Respond to Negative Feedback from
Customers
Knowing how to respond to negative feedback
from customers is important. People want to feel
heard — and you need to show them that you do
hear them. The way you craft your response has
an impact on how your customer will feel.
Here are steps to follow when responding to
negative customer feedback:
1. Respond Quickly
With negative feedback, time is of the essence.
Avoid letting the negative review sit for days
without any word from your business. Formulate a
plan of action and respond within 24 to 48 hours
after the review was posted.
2. Acknowledge Their Complaints
As a business owner, seeing a negative review is
frustrating. However, it’s important to take a
breath and think about dealing with a customer’s
complaint. Acknowledge how they feel and let
them know you’re open to discussing what you
can do to improve their experience.
3. Apologize and Take Responsibility
People often forget that a heartfelt apology can
go a long way. The way you respond shows how
much you value customer service. As a business
owner, taking responsibility for what happened is
essential, even if the entire situation is not your
fault. When you respond, include how you take
pride in the quality of your products or services.
4. Give an Explanation, if Necessary
Depending on the nature of
their
review,
explaining your side is necessary. It lets the
customer know why the situation happened. If
what happened is because of miscommunication,
delayed deliveries, or poor material quality, an
explanation from you may help.
5. Take the Discussion Somewhere Else
Although
reviews are public, moving
the
discussion offline is important. You don’t want
everyone to witness all the interactions between
you and the complainant. The only thing other
people have to know is that you have responded
to the negative feedback, and you’re fixing it.
6. Find a Way to Make Things Right
The last thing you need to do is make things right
with the customer. Find the root cause of their
dissatisfaction and offer a resolution. You can
either offer a discount, a refund, or a free product
or service. Doing so may lead to the taking down
of the negative feedback.
If there’s nothing you can do to fix the problem,
provide a public statement to address it. Let the
people know you’re improving, so the issue will
never happen to anyone again.
Advanced Digital Media Services provides
reputation management services.
As experts
in SEO and online
reputation
management, we’ll apply strategies to drive more
web traffic and sales to your website. We will take
the necessary steps to boost your brand and
push down the rankings of negative customer
feedback. Gain a better online presence through
partnering with us. Schedule a call with us today!
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