How Review Platforms Can Help You Hear Your Customer Voices

The customer voices determine business success like never before. The rise to prominence of social media and many an online review platform has given millions of consumers a public forum to share their experiences with a brand - both good and bad.

Indeed, 91% of surveyed consumers say they check online reviews once a month or more. These reviews on sites such as PissedConsumer.com guide purchasing decisions and shape brand perceptions.??

So, how does a business work this paradigm into its strategy?

Be active and communicate with your public

Online reputation management is at the forefront of listening and applying what the market wants from your business. Delegate this task to a customer service team member(s), who will keep an ear to the ground for reviews and online chatter about your brand, and respond to it positively, pertinently, and individually (no copy-paste, generic template responses).

Always let customers know that their feedback is welcome and helpful and that their input helps evolve the business into something that increases satisfaction for all.

Encourage your customers to leave feedback

The more reviews your company has on a platform, the better. A variety of voices gives a diversity of experience that signifies authenticity and builds trust in the mind of the potential purchaser.

Of course, positive reviews help reassure browsing consumers that you are a safe bet to do business with, yet the odd negative review can help instill confidence too, provided your company has dealt with it in an open, constructive fashion.

Negative reviews present a positive opportunity

Bad reviews are part of doing business. No company can account for everything and everyone 100% of the time, so mistakes, errors, and oversights will happen. Nevertheless, when that negative review does pop up, how you handle it makes all the difference, and could prevent one poor review from snowballing into dozens.

Always respond promptly, tactfully, apologetically (if appropriate), and with a focus on seeking a satisfactory resolution. Carefully listen to consumer issues and see the problem from the customer’s point of view – not only does this help resolve the issue at hand, but the details that come straight from the mouth of the consumer can also inform customer service or process changes that will stop the issue from recurring.

Forward-thinking on feedback

An active and forthcoming approach to customer feedback and customer engagement can and will set your business apart from its competitors.?

Use the customer voice to your advantage – as an early warning when something is going wrong, as a source of valuable end-user feedback that lets you know how things are seen from the other side, and as an opportunity to show how dedicated you are to customer satisfaction by providing exemplary customer service at all times.