Consumer behaviour is changing. As our digital world expands and adapts at a rapid pace, it is vital to keep on top of the way you communicate with your customers. Outstanding customer service has always been the pillar of company success, and although the advancement in technology has changed the way we conduct business, the core values of customer and client relations remain the same. Customer satisfaction is essential to drive your brand to new heights of loyalty, engagement, awareness and more importantly, sales.
When your customers leave feedback on any digital platform in the public eye, you NEED to be on top of it. Online transparency and honesty is vital in today’s climate. The high level of visibility alone on multiple platforms is a huge obstacle for business owners, but we firmly believe that taking control of your digital presence from the get-go can amplify opportunities for exceptional customer service in a relatively easy and manageable way.
Your customers are waiting for your reply
Research suggests that a whopping 53% of customers expect a reply on review sites. It was also found that “businesses experience a 16% boost in customer advocacy from answered complaints on review sites,” meanwhile businesses that ignored complaints on review sites experience a 37% decline in customer advocacy.
It is super important to keep reinforcing your brand’s voice and character of your business, while showing commitment to customers both online and offline. This study shows the impact your business can have when replying to your customer’s reviews. Whether it is positive or negative, the response is key in making your customer feel valued and acknowledged.
Increase your visibility on Google
It has been said that Google Business boosts actively managed pages that have a high response rate to online customers reviews. So if you are on top of your responses, reviews and complaints game, then you can expect more exposure and attention to your page in return. WIN WIN!
Progress over perfection
If responding to your customers’ reviews has been put on the back burner so far, that’s ok. Times are unpredictable, life is wild. We feel you. But we really believe a little goes a long way, and there is no better time to start than right now. Dedicate time slots for stellar customer/client management so you can really hone-in on your customers’ needs and wants. This is your time to shine a light on the excellent areas of your biz and team members, which may otherwise slip under the radar in the day-to-day grind. Focus on the good stuff and celebrate the positive aspects of customer feedback, just as much as odd negative response you might see. Reading your customers’ reviews can help you analyse and monitor whether there are elements of your business that need to modify.
Are you connecting with your customers digitally?
Do you have any recent reviews that need to be responded to?
Have you been responding to reviews on ALL platforms?
Are you following up any escalated enquiries or informing good news to relevant team members?
Digital marketing is our expertise so if you don’t know how or where to get started, get in touch today. We have a team of experts in this space, eager and ready to help you navigate through your customer service reviews, responses and comments. Get in touch today.