If your business does not currently encourage customers to leave reviews on the major review sites or even post reviews on your own company website, then you are missing out on a lot of business. It is estimated that nearly 90 percent of all consumers consider online reviews to be a reliable source of information for making a buying decision. For many people, online reviews act like word of mouth and are considered inside information from someone they trust.
Considering how much online reviews have on consumer buying decisions, it makes sense that you want to gain as many positive reviews as possible to help bring in more business. Getting customers to give you positive reviews is not difficult, but it does require your organization to have a focus on customer service it may have never had before.
Study All Of The Review Sites In Your Industry
Many of the bigger review sites offer reviews on a variety of industries, but there are those niche review sites that could make or break your company's reputation. You need to become familiar with all of the bigger sites where your company could be reviewed and understand how consumers review on those sites. What are consumers asked to grade your business on and what is the scale that is used? The more you know about the review sites where your business will be reviewed, the easier it is to get your customers the information they need to give you good reviews.
Open Up The Channels Of Contact
If your customers cannot contact your business, then they will not give your business a good review. You need to not only present several channels of communication for your customers, but you also need to respond to those channels quickly.
Own Your Mistakes
Some of the most compelling positive reviews start with "We were so mad at this company, but then they stepped in and fixed the problem." You should never let mistakes get in the way of delivering excellent customer service. If your company makes a mistake, then immediately own that mistake and gain a lifelong customer because of your attention to the service you deliver.
Stay In Touch With Your Customers
When you experience a customer service issue, you need to embrace it and make sure that the problem has been solved. This means maintaining contact with the customer during the event, and then after the event has ended. You should reach out to all of your customers who had customer service events and make sure they are satisifed. You should give all of your customers a phone number they can call that is answered by a real person, and you should deliver golden customer service to every customer no matter how many times they call that number.
Always Look To Improve
Your company wants customer service professionals who are constantly looking for ways to deliver premium service and make your customers happy. Your company should always be looking for ways to make your customer service not only better than the competition, but the best your customers have ever experienced.
Online business reviews are important to your company's business success. Consumers treat online reviews like word of mouth advertising, and that is a powerful form of marketing that your company needs to learn how to harness to grow revenue.