The internet has changed the way people research a new car and vacation destination or buy groceries and clothes. Once the internet was a platform where businesses had their websites put up for promotion. Today, the internet has evolved as a forum where customers evaluate products or services based on feedback and perception from like-minded customers.
According to a survey, 90% of potential consumers use online reviews before making a buying decision. Just informing consumers of the accessibility of a product is not sufficient. Customers look for feedback from first-hand experiences.
Reviews can be heartening and baffling because with every good review there can be a head-scratcher. It may enforce you to ignore customer feedback but it can harm your business. Reviews range from ratings using numerical scales or stars, short social media posts or detailed comments including photos. Collecting customer reviews is great for local small businesses.
Customer reviews also suggest that the company is operating in a transparent manner. It works as an excellent marketing tool to attract new customers, as they will feel more confident doing business with a company that has many happy customers. Business can earn this kind of trustworthiness among customers by offering excellent after-sales services.
How customer feedback helps small businesses?
Improve customer service
Analysis of customer’s feedback, help the company know customer’s satisfaction level. It gives an idea of what they expect from your company. You can take steps to resolve the issues customers experience, thus improving customer service and concentrating on their needs.
Gain competitive edge
In this tough competition, small businesses can leverage customer feedback to stand true to people’s expectations and estimations. People will always purchase from a company with forty 3-star reviews instead of the one with ten 5-star reviews.
Allow customer to voice
When customers are allowed to leave a comment, you not just build a relationship but even make them feel cared for. There is a customer group that enjoys voicing their feedback in a meaningful way. However, it can be a bad or good comment, but you need to respond. Bad reviews drive customers away but responding indicates the company listens as well as takes action.
Builds credibility
Online reviews inspire your target audience. Recommendations from past customers carry more value than your marketing campaigns because in feedback there is no sales pitch just sharing of experience. If you took steps and introduced improvements, the same customers will be inclined to talk positively even in the future.
Enhance your product/services
If you stagnate, then you cannot expand your business or keep consumers engaged. Innovation is essential, so brands look for ways like asking their consumers about their current product’s likes and dislikes via surveys. Brands can analyze customer feedback and take steps to adjust their innovation strategy.
Having a blend of good and bad reviews is necessary because it shows that all the feedback is genuine. If a company has 100% excellent reviews then it leads to suspicion. The thing to remember is to respond to and address customer complaints. It shows your company cares about customers!
