The development of the Internet trading sector has influenced trading the way that before buying even in an offline store 86 percent of consumers examine feedbacks about the product and the company in the network.
Reputation increasingly influences the decision to buy. Besides, the assessment of the company in the network began to influence the ranking of sites in the issuance of search engines. Such resources like https://trustanalytica.com help beginner entrepreneurs to learn faster how to use analytic data and positive reviews on enterprises’ services.
This forces businesses to spend more and more time responding to comments left on their websites by clients. Usually, comments write only unsatisfied buyers who have exact reasons to complain. When ignored by the company, negative comments will prevail over positive comments. So now the important task of the business is to motivate satisfied customers to leave feedback. And this requires several factors.
Where to Collect Customer Feedbacks?
On the company’s website, the function of collecting customer reviews and feedbacks can be of extreme importance. Depending on the nature of the business it may be a separate section of reviews, a chance to leave a comment about an individual product. The feedback form should be simple and clear so that the user can fill it out quickly.
There’s no need to be afraid of negative feedback. In the first place, on your website you can publish comments with the pre-moderation – it will allow you to think about your answer and publish a critical comment along with it. Also, in negative reviews you can demonstrate your customer-oriented approach – offer a dissatisfied client different options to solve his problem. This approach will benefit your company’s reputation: negative posts are always read to assess the reactions of company representatives. If the response is focused on solving the client’s problem, it will increase your credibility.
User activity on social networking websites is usually higher than on corporate websites. The level of trust to reviews left there is also higher, as you can always go to the author’s profile and make sure it’s not a bot, but a person. Such comments are especially valuable if you sell your products directly on a social network.
In this case, customers will readily leave feedback. First of all, in communication that is initially conducted through community messages, the request to leave feedback is perceived positively. Secondly, you need to do a minimum of actions, because the user is already logged in to the social network.
Representation of the company can be created on the pages of major services that are trying to improve the relationship between business and consumers:
- maps (Yandex.Maps, Google Maps, 2GIS);
- review websites (e.g., Yell);
- recommendation services (Zoon).
Such online representations are convenient for consumer services and enterprises like hairdressers, dry cleaners, catering like cafes, restaurants, bars, and tourism like hotels, museums, etc. Their target audience is often looking for feedback on these websites, and also chooses companies at the place of their position.
Contact by email – It’s the easiest way to ask your customers to leave feedback about your services. Ask them to leave a review in their order status or product receipt letter and be sure to attach a link to the review page.
The most effective messages will be those that the customer will read after receiving the product. If the text is motivating and the messages arrive at the right time (the day of receipt of the goods, not a week later), there will be quite a lot of positive comments.