The internet is now often the first place that people will look up a business that has been recommended to them. It’s also the first point of call when looking for some social validation or feedback about a company and their record of service, support, or general reputation – from their existing customers.
Many businesses that like to use Social Media websites Like Facebook or LinkedIn should be encouraging their customers to leave reviews and start to build up a history of good feedback, enforcing their values of around service and quality, reliability and responsiveness, or value for money – whatever key factors in their industry are most important to them and what they want to be known for.
Other popular review systems have been around for a while and are continuing to grow. Trust Pilot is very popular across the board, Google Reviews are nothing new but provide great on-line credibility as they link directly to your Google Business Profile.
Reviews can now also utilise ‘Rich Snippets‘ and appear directly in Google Search Results (SERPs) which can be powerful for results, when configured in the correct way and using a compatible service such as Trust Pilot.
Arguably for most businesses Google Reviews could be the most useful. Google is for many, the very first place to search. People are keen to learn about other peoples’ experiences and how businesses compare to each other, and the way the Google system works is aimed to keep things genuine and accountable.
For example, a negative review can be responded to and challenged but if genuine, it cannot be removed. This should be a good thing and make businesses keep their focus on service!
The Google system links to the Google My Business and the Google Maps functions, and can show on search results as well. It has been shown that positive reviews provide a boost to converting your visitors into customers!
In business, we are all guilty of the same flaws at times, and when we are busy asking for customer feedback is probably something (but by no means the only thing) that we push to one side!
The truth is, if you are a company that takes pride in delivery and you truly believe in your customer service and want to be recognised for it, the only way to gain the recognition is with something tangible. It’s lovely that people ‘tell’ you when they love what you do, but you can’t show this or display this anywhere! You want the effort to be rewarded, and to be a marketing tool!
It is advisable to ask for feedback at different points of contact. In turn, try to encourage customers to share their positive experiences on-line using one of the popular Review Portals mentioned. If you are a small business, be honest with your customers and explain it will really help you to grow locally or perhaps continuously improve your service delivery.
If your customers are happy, they should be more than prepared to help you.