How to Manage Customer Reviews
You do certainly know how important reviews are for your company. They build your reputation, help your brand become popular in your industry and among your clients. Naturally, a better-known brand has better and higher chances of staying in business and receiving a steady inflow of consumers and customers. Earning credit in the market increases brand value, gaining respect in the market and earns the interest of investors more than the others. In this article, we’ll give you a brief guide to managing customer reviews. Read on:
1. Customer Service Should Be Top Notch
To earn good reviews, or even project yourself as an able businessperson, you must pay close attention to what your customers are saying and manage reviews efficiently. We would suggest that you organize a customer service team to do this job properly. Request your customers to review you, because it is unlikely that they will do it naturally. Keep a close watch on your reviews, and remember to monitor them every single day. Ensure that you respond through your company’s account to reviews, as this adds a very personal touch. Your customers expect you to be interactive and it is important that you do so, both to show your value for customers and to build or maintain your reputation.
2. Be Present on Review Sites
This could indirectly be a good way of increasing your company’s online footprint. Try to be present on as many famously known reviews sites as possible. By doing so, you can ask a customer to choose any site and place his/her review based on their choice. Select sites which have a user-friendly interface and ask specific questions. Something you must never forget is to ask them to include suggestions or opinions about the way you work. This should be the most important section in the questionnaire.
3. Work on The Reviews
We’ve already reminded you to pay attention to what your customers are trying to tell you. Now, we’ll add something more – you need to implement those suggestions. Make a table on an excel sheet to record each suggestion and how many times it appears in the reviews. If you find a particular repetition, you know you must implement it as soon as you can. You can also include terms like “we are already working on that” or “based on your suggestion, we have” to make the customer feel important and convey to them that their opinion matters to your firm. Try to approach customers personally to ask them for suggestions – this is another way of showing interest. In the end, if you can successfully prove that you do care about the quality of the service provided, you will almost definitely gather their trust.
4. Spread the Good Word!
When you’re done with all of the above, you can tell others how you work. Increase awareness by including your reviews in the websites of your company. Most people will read them to create an impression about your company even before they contact you regarding your services. People will also choose you from the rest based on your rating, so ensure this is done only by the most able people for the job. Meanwhile, reviews which are placed on search engine-based platforms, like Google Maps, will naturally have an effect on a related Google search.
Your customers are definitely your first priority. Their experiences will eventually lead people to trust and approve of your company. If you have a company that is fairly new, this is certainly one of the most important things to focus upon. If you have an established unit or organization, you should ensure that your reputation does not enter the negative. With competition growing at record speed across all sectors, it necessary to stay updated to stay in business. So, reform, rethink and redo the basic things and you’ll keep getting enough promoters to keep you there on top.
