My firm was rethinking its marketing approach. Our revised plan necessitated a downsizing of the services provided by LinkNow. The LinkNow staff was very helpful in facilitating this change. There was no “hard sell” or other pressure trying to get my firm to maintain its previous higher priced plan. This was a relief and encourages us to look to LinkNow later when we are more appropriately positioned to use LinkNow’s higher priced site optimization/marketing plans.
Tag: Utilizing Customer Feedback (Page 2 of 3)
If you are selling a product or providing a service, incorporating a customer testimonial page on your website should be part of your digital marketing strategy. Unbiased comments from a third party greatly increase credibility and can help a client who is on the fence choose your company over your competitor.
Once integrated, encourage satisfied clients to share their words of praise on your website. If they’re happy with your services, they’ll be happy to do so. These reviews can prompt visitors to make a purchase or encourage an already satisfied client to follow suit with a comment. Even when customer testimonials are coming in, you shouldn’t go on autopilot. There’s more you can do to drive traffic to your website. Here are some tips that will help you make the most of your testimonials:
Showcase Your Testimonials
Reviews needn’t be relegated to the testimonial page. Consider using testimonials elsewhere on your website, such as your homepage. Your homepage serves as an introduction to your company, so why toot your own horn? No one likes a bragger! Let your happy clients do the legwork.
Consider Video Testimonials
Seeing and hearing a real person talk about your company can have a greater impact than simply reading. Approach a loyal client with the idea of creating a short video about how they benefited from your service or product. Video testimonials can provide visitors with the experience they’re looking for.
Include a Visual
Numerous studies indicate that including a human face on your website can increase conversions. This is because people often buy based on emotional factors, so an image of a person can be an effective way to connect with your audience. Including a photo of your happy customer alongside their testimonial can significantly elevate the text.
Write Testimonials For Other Companies
As the old saying goes, what goes around comes around. As a small business, you should always be looking to build relationships with other businesses in your area. If you need a professional, like a plumber or a painter, team up with someone local. If you are pleased with their services, leave a testimonial on their webpage. It’s not only a nice thing to do, but it is a great way to build links back to your website. Not to mention, they’ll be giving you a call when they’re in a pickle. It’s a win-win.
Never underestimate the power of customer reviews. If technical work isn’t in your wheelhouse, get in touch with your web designer to get the ball rolling on your testimonial page.
Social media comments come in a variety of flavors. As a business owner, it’s your job to roll with the punches and respond accordingly. You can’t satisfy everyone all of the time, and you can’t stop people from sharing how they feel. Harsh criticism on the web isn’t a matter of if, but when. So, what is the best way to deal with a negative comment? Your knee jerk reaction might be to delete the negative social media comment and move on, but you need to fight the urge to do so. Here’s three ways you can take that negative comment and turn it into something positive:
Show How Far You Will Go
Sure, reading a scathing review about your business can feel like looking into the sun, but it’s also an opportunity to establish a positive reputation. When faced with criticism, it is important that you respond promptly. People are going to see that negative comment, and you don’t want that to be the only thing they see. Offer a sincere apology and a solution to their problem. In a sense, this is your side of the story. Show that you will go the extra mile to meet their complete satisfaction.
See it as an Opportunity to Improve
You know what they say, you can’t change what you don’t acknowledge. A negative review isn’t only a chance to show how far you will go to meet a client’s satisfaction, but it’s an opportunity to improve your company. Writing off every angry client as crazy can seriously hinder your ability grow. We hate to break it to you, but your company might have shortcomings. A negative comment can shed light on that fact. If it does, let your client know how you plan on making sure it never happens again. In a way, they have done a huge favor by pointing out your faults, and it didn’t cost you dime.
Take The Conversation Elsewhere
While you may have created a company page for sharing promotions, related articles, and other updates, there is another side of the coin. Facebook also opens up the stage for your customers, and you might not always be a fan of their performance. Remember, deleting a negative comment is a no-go, but you do have the option of taking the conversation offline. Offer a sincere apology and simply ask for the client’s phone number or email address. Explain that it would be more efficient to address the issue by having a conversion in a more direct environment. By doing so, you’re more likely to see eye to eye.
There are some instances when deleting a negative comment is totally ok. If the comment contains highly offensive language or imagery, go ahead and make it a thing of the past!
How do you handle negative social media comments? Let us know.
Constructive criticism, feedback – every company needs it. It’s a great way to learn, grow, and improve your business. An awesome, but often feared, means of obtaining that kind of helpful feedback is through online reviews. Instead of being afraid of how online reviews might effect business, it’s time for your team to embrace them. Here are several ways you can actually get the most out of your online reviews.
1. Don’t fear the negative review.
A lot of people stay away from online reviews simply because they are scared of receiving a bad review. But the truth of the matter is that most online reviews tend to be positive, not negative. And if you are confident you are offering a good product, there’s really nothing you should be afraid of. But realistically all businesses will have to accept this fact: you will eventually receive a bad review. And that’s okay. In fact, 68% of consumers trust reviews more when they a mix of both good and bad ratings.
The trick is to get as many reviews as possible. Consumers are smarter than marketers often give them credit for. When consumers see a good amount of positive reviews versus one or two negative reviews, they can discern whether those bad reviews were fake or simply isolated situations that don’t reflect what their experience would most likely be like.
2. Make your reviews and your review form easily accessible.
Tests show that brands using online reviews increase their sales as much as 58%, and that 71% of customers are more confident in making purchases after reading those reviews. Making your reviews visible to your customers shows that you are a trustworthy company that has nothing to hide.
Moreover, by making the review form easily available to customers, you are showing you truly value their opinion and want more of it. Companies that demonstrate they are committed to improving usually have more trusting, loyal customers.
3. Don’t just address bad reviews, incorporate them into operations.
When and if you get a negative review, embrace it! You should know that it’s important not to ignore bad reviews; they’re an invaluable opportunity to showcase how caring and responsive your company is. But don’t stop there. After you contact the customer who left the bad review and genuinely try to solve the problem he or she encountered, make sure you address the root of the problem internally.
While hearing something negative about your business might feel like a bad thing at the time, you are actually being given the chance to better understand the strengths and weaknesses of your business and, most importantly, improve upon them.
Research has shown that 95% of customers continue to do business with a brand they once criticized if issues are handled quickly and competently, but the best business practice would be to avoid the issue in the first place because ultimately what customers really want is hassle free service.
Improving upon your products, services, and customer support based on customer feedback will organically improve your sales and ROI. If you do a good job at responding to these issues, you will not only win back once unhappy customers, you will also gain more customers who witness and respect your excellent customer satisfaction skills.
Success doesn’t come from getting everything right the first time. It is cultivated from being able to respond appropriately to problems, find resolutions, and adapt formal changes to prevent them from reoccurring in the future. Successful companies make the most out of every situation, good and bad. Online reviews are no different.
Let’s face it – consumers rely on the opinions of others when they are about to make a purchasing decision. Nowadays, the easiest and fastest way to scope out people’s take on a business is reading the company’s customer reviews. This is why platforms like Yelp, Angie’s List, and TripAdvisor are so relevant for the consumer and so crucial for business owners.
Positive reviews can really drive up business, while negative reviews can stop things in their tracks. It’s safe to say that no one wants to deal with negative reviews, but unfortunately, they are inevitable. Your business cannot possibly satisfy every customer 100 percent of the time. So instead of dreading them, here are a few helpful tips on how you can deal with them when they occur.
Monitor your Online Presence
In order to respond to reviews, you must first be aware of what reviews you have received. Constantly monitoring your online presence is key to dealing with negative reviews. It will give you a framework to work with.
Some tools you can use to keep up with your online presence include: Social Mention, Reputology, Review Trackers, and Google Alerts.
Companies should never ignore negative reviews. On the contrary, negative reviews need to be addressed as swiftly as possible. The sooner you respond to a negative review, the more you show you truly value your customers’ opinions.
Responding to negative reviews is also an opportunity for your company to extend an invitation for a second chance to the customer, who unfortunately had a negative experience with your company, brand, or service the first go around.
Tackle the Issue Offline
Some negative reviews deserve to be handled offline as opposed to being worked ou in front of the rest of the world. It’s up to the company or business to decide what’s best.
If it happens to be a delicate situations where things can turn sour or personal pretty quickly, perhaps it’s better to contact the reviewer privately via email or phone. Once you resolve the matter privately, you can always go back to the negative review and leave a brief comment for the public to read.
Always Be Polite
Negative reviews can sometimes get under your skin. But regardless of what the review says, keep it polite and professional.
Consumers who read reviews can often times give businesses a second chance when they notice how well the business handled the ticked-off customer. So remember, being the bigger person can lead to new future customers.
Do Not Allow Defamatory Reviews
Most consumer rating platforms do not allow businesses to remove reviews. However, if there is a review that is more defamatory than helpful you can certainly request the site to take it down.
Remember, negative reviews are totally normal and unavoidable. Your company is not defined by the number of negative reviews, but by they way it handles the feedback.