Personal recommendation is far superior to online reviews, right? Wrong! In the age of e-commerce, 84% of consumers trust online reviews just as much as a personal recommendation.
Good customer service reviews influence consumer decisions. They also strengthen a company’s credibility.
Read on to learn about the benefits you don’t know about good customer reviews.
Why Do You Want Good Customer Service Reviews?
Of course, you want good customer service reviews. Why wouldn’t you?
Getting good customer service reviews isn’t just a nice thing to have, nor is it flattery or an ego trip. Good customer service reviews could be the difference between business success and failure.
Customer reviews can make a huge difference in the behavior of potential future customers as well. You should be actively seeking reviews but in a strategic way.
When you ask a customer to complete a review of their customer service experience they make a small emotional investment in you. This action engages them. Their reputation and yours are linked.
It’s this connection that can engage a customer. It makes them a potential advocate for you. This is also a relationship you should nurture.
Long-term customer relationships are valuable. Not only are these customers potential future buyers but they go on recommending you to others.
Where do customers go to ascertain the reputation of a business? They could ask friends and family, and they undoubtedly do. This is a restricted range of people and if these people don’t have any experience of the business it’s not a fruitful one.
Previous customers are the obvious alternative source of information. Knowing that previous customers have had a good experience helps develop trust and a good reputation. Customers report that they trust local businesses more if they have good reviews.
Help Decision Making
Deciding to buy is complex. A consumer has to process lots of complex information including making calculations. It involves evaluating price, quality, reputation, lifestyle factors, delivery method, personal identity, and values.
Helping consumers make that decision in your favor is the business of marketing.
Obtaining and sharing good online reviews are one way in which you can help your potential customers make their decision to buy from you.
When Bad Reviews Are Good
You may be concerned that customer reviews aren’t always good. What happens if a customer has a bad experience and reports this in a customer review? Can this be damaging to your business?
Poor reviews do happen. You can’t stop people talking about you and they will review examples of poor service so what do you do about poor reviews? The answer is to meet these reviews head-on.
Thank the customer for their feedback. Seek to resolve their concern and turn them into an advocate for you because of how you handled the problem. Manage online reviews and make your customer service better and your business stronger because of it.
Your Online Reviews
Online reviews are an opportunity to build and expand your image. Good customer service reviews can help you grow your business. Make the most of them!
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