Over 90% of consumers now check online reviews before making a purchase or choosing a business. For company owners, it has become increasingly crucial to impress customers and encourage them to leave positive feedback.
Surveys suggest that 88% of adults have been put off a brand by a negative review. In this guide, we’ll offer some tips to help you boost review scores for your business.
Customer service
Customer service has never been more critical for businesses across all sectors. Consumers are more likely to leave reviews than ever, and service plays an integral role in shaping consumer experience. Customers don’t just judge brands on the quality or price of the services or products they provide. They will also consider the service they receive and the overall experience. If a customer loved a product, but an assistant was rude or it took a long time to pay because a store was busy, for example, they may not leave a 5-star rating. If a diner had to wait for a table or it took an age to be served food and drinks in a restaurant, the customer may leave an average review even if their dinner was fantastic.
Prioritizing customer service can make a huge difference to review scores and ratings. Aim to provide an enjoyable, memorable, hassle-free experience for your customers. Review company policies and consider offering training for staff who have client-facing roles. It’s also essential to try to identify and address weaknesses promptly. If people are complaining and leaving negative reviews, this can have an impact on prospective customers.
Communication and engagement
Consumers today are interested in getting to know the brands they buy from and learning more about the business and its ethos and culture. Over 70% of consumers want to buy from brands that align with their values. Communication is key to building strong relationships and encouraging customers to stay loyal to the brand and refer friends and family. Social media, email and instant messaging make it easier than ever for businesses to connect with customers and stay in touch. Reach out to your clients and online followers, keep the conversation going and devote time to getting to know your customers. Engaging with clients on a deeper level can set your business apart from others and turn a new customer into a repeat buyer.
Social media is a fantastic platform for businesses to engage with followers and customers. Use your posts to gather ideas, suggestions and feedback, respond to messages and comments and show off the human side of the brand.
Customer support
Most of us have been in a situation where we’ve been on hold on the phone for hours, or we’ve eagerly awaited an email response that never arrived. A lack of responsive customer support can be hugely frustrating for customers and it can contribute to negative reviews and customers choosing competitors. If clients have queries, or they need help or advice, they should be able to access it swiftly. If your business keeps people waiting, this will impact the perception they have of the company, even if they rate your products or services highly. You could lose out on sales if a consumer wants to ask a question before they buy and they can’t find an answer and you may attract negative attention if you don’t respond to customers.
Providing responsive support options is an effective way to improve lead conversion rates, enhance customer service and encourage customers to choose your business again. If you have a website or social media accounts, use live chat software and instant messaging to reply to questions, provide additional information and clear up issues quickly. It’s also an excellent idea to consider support options, such as call answering services, so that you don’t miss out on bookings or orders once you’ve logged off or shut up shop for the day. It’s also helpful to include an FAQs section on your website. Many customers will have similar queries and if they can find the answer simply by clicking on a link to the FAQs page or reading an article on the blog, this could help you turn an enquiry into a sale.
Seamless shopping
We live in a world where everything is accessible and many of us have hectic schedules. We have become accustomed to buying at the touch of a button and receiving deliveries the next day. As a business owner, it is crucial to be able to move with the times and give customers what they want. Many shoppers are looking for simple, seamless, quick, stress-free ways to buy. If you sell products online, for example, your website should be easy to navigate and users should be able to find the item they want, add it to their cart and make a payment in a matter of seconds. If the process is complex or time-consuming, or customers have to jump through hoops to place an order, they may decide to walk away and look elsewhere. Eliminate unnecessary steps and make sure the process is straightforward. Using an app is a brilliant way to speed up ordering. It’s also a means of enjoying a slice of prime virtual real estate on a customer’s phone screen.
Quality
Quality is a major contributing factor when customers leave a review. Whether you offer products or services, customers will consider the quality when providing feedback. Utilize quality assurance to make sure the products and services you sell meet the required standards and pay attention to detail. Ensure that you deliver on promises. If you make guarantees, you have to be able to walk as well as talk. Consumers will react angrily if they pay for products that don’t meet their expectations in terms of quality. Provide detailed descriptions of each item, include information about materials, components or ingredients, and monitor feedback closely.
Payment and delivery options
Convenience is one of the main perks buyers look for, especially when shopping online. For many customers, it’s essential to be able to find a product and complete an order quickly. Offering a choice of payment and delivery options is a surefire way to increase the chances of converting leads and reduce the risk of losing out on sales or even losing customers to other sites or brands. Try to provide a range of options that are relevant to your target buyer and ask customers for feedback to make improvements. Delivery offers, such as annual passes for a set one-off fee, are an excellent way to encourage customers to order more frequently. Free delivery for items that are not required urgently can also help you appeal to customers who don’t want to pay over the odds for products they don’t require the next day.
Offering value for money
The price of products can help to sway customers one way or another, but for many buyers, value is more important than price. Customers want to feel like they are getting the best offer, and this doesn’t necessarily mean opting for the lowest price. If you run a business, it’s wise to focus on offering your clients value for money. You may find that shoppers choose your brand over others because you use high-quality materials, you offer free delivery, or you provide additional services, such as gift-wrapping or personalization, which make your brand a more attractive proposition than businesses that sell at a lower RRP. Look for ways to add value and take suggestions from customers on board.
Using feedback
Customer feedback can be incredibly valuable when it comes to boosting review scores and ratings. If you ask your clients to leave comments or reviews, make sure you use them. You can learn from both positive and negative feedback. Address weaknesses and problems as quickly as possible, listen to concerns and build on positive reviews. Encourage customers to share ideas, thoughts and suggestions to improve customer service or experience. If you run a store, for example, your clients may say that they wish you had longer opening hours or the option to click and collect. Ideas from customers can help you develop the business and maximize the chances of expanding your client base, keeping hold of existing customers and boosting sales.
Rewarding loyalty
It can be tempting to go all-out to try to impress new customers when you own a company, but rewarding loyalty should always be a priority. Statistically, loyal customers are more likely to spend more than new clients and there is a higher chance of them recommending the business to others. Make it your mission to make repeat customers feel special and encourage them to stick with you. You could introduce a loyalty scheme or look into options like providing exclusive access to sales and offers or member events, for example.
The vast majority of consumers now check reviews before buying products or contacting businesses. If you run a company, it’s crucial to be aware of the power of positive feedback and to strive to attract rave reviews. Take these tips on board to boost your scores.
Check out Tampafp.com for Politics, Tampa Local News, Sports, and National Headlines. Support journalism by clicking here to our GoFundMe or sign up for our free newsletter by clicking here.
Android Users, Click Here To Download The Free Press App And Never Miss A Story. It’s Free And Coming To Apple Users Soon.