This is the core to getting more reviews. Reviews are all about feedback loops. When you put these in place well, you will improve your business. Customer experience and customer satisfaction is what matters overall and in this video you'll get some practical tips on how to put this at the core of your business.
- [Voiceover] Providing a good customer experience, including great customer service, is at the core of getting more reviews. In fact, reviews are feedback that indicates whether people feel they got what they wanted. And you have a choice, to listen to the feedback and adjust your business or not. Think of it a little like the wind on your business. When it blows from behind, it's pushing you along, but you'll also need to deal with the headwind in front, that is, negative feedback, that is gonna slow you down.
Increase one, reduce the other, and you're sailing to an awesome future destination. As author Steve Curtin says, "Feedback is the breakfast of champions." So often people may resist receiving feedback as they may take it as personal criticism. This, once overcome, will enable the feedback to be your greatest source of improvement within your business. You probably agree that ultimately, customer experience and customer satisfaction is what matters in your business.
Without this, you tend to be playing a really short game. Both of those factors can be reflected by those all-important reviews. Putting it simply, reviews can be one of the main feedback loops in your business, even down to a much more granular level of particular products or services, and maybe even the performance of staff members. Reviews are all about feedback loops. When you put these in place well, you will improve your business. So what do I mean by a feedback loop? When you do a good job, people are likely to tell more people online.
If you don't do a good job, they're probably gonna tell more people. The web has become increasingly transparent. As a direct reflection, people are trying to help each other make good purchase decisions. Along the way, you can improve your customer service and you can even improve your product. This is the basic process that you could have as a model in your business. Starting at the lower left, you have awesome products and you give great customer service.
The customer's delighted and leaves a review on your top site or sites. Other people then find those reviews and see you have awesome products and great customer service and then they purchase. Consumers are, however, increasingly aware that reviews are important to you as well and that they support your business. If you have claimed your listing on a particular site, then you're gonna be in a good position for people to leave you a review on that site. But remember, this about customer service.
So sometimes it may not be review site, it may be in social media in general that people are making comments. You have an opportunity to step in and to pick up those comments and potentially reply if there's an issue. In this case, I've said that I bought a cake and it was a little disappointing. The response that Topsy Turvy Cake Design could make is "Sorry to hear that. "Please do call us or visit, "and we'll do our best to make up "for any disappointment." They can then tweet that and I would receive that as a notification.
This is all about customer service. This is about doing the right thing. When you do this, people will be a lot more satisfied and likely to tell their friends. If you think about it, this is the ultimate position for your business, where you have other people doing the marketing on your behalf. Think about how you can use this as an opportunity to build a feedback system within your business that allows you to have the wind on your back.
- Explain how to find review sites for your business.
- Name the benefits of setting up a Facebook local page.
- Cite the importance of hiring good people to improve customer service.
- Recognize why it’s important to give staff feedback and set goals.
- Describe ways to encourage customers to leave reviews.
- Identify ways to build relationships with your customers through review site interactions.
- Recall the best way to respond to negative reviews.