“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful”, says Jeff Bezos of Amazon Inc.
Well, it is very true for all types of businesses to ensure that the customer base they are serving is successful in satisfying them by fulfilling their requirement and expectations. Such customers are the assets for the company as they are your partner for your success story. Even a survey shows that only those businesses have been able to prosper, which have kept continuously customer feedback their basis of improvement. Irrespective of the type of business, the owner needs to ensure that they can meet what has been expected.
A Glimpse on what the Data Say
The improvements that a company does on the ground of reaching out to the maximum consumers are based on sample study and analysis. According to a sample study, the following can be concluded when it comes to framing effective customer review strategy.
The study shows that approximately 3/4th of the consumers go for a product that has better customer review.
Approximately 90% of the first time buyers read out the customer review while locking their choice with some local brand.
Approximately 75% of the instances recorded show that people trust those businesses that have positive customer review.
Approximately 90% of buyers believe in online reviews rather than personal feedback or recommendation.
A company or a brand hit more businesses by approximately 30% is the products or the services being opted to have a positive review.
Reviews Can Make or Break a Brand. How?
Believe it or not, in this era of digital marketing where online sale and purchase contribute to a considerable share of the revenue for the companies, reviews stand out to be the flag bearer. A positive review means that the services and products being offered are of optimum quality. Not only this, the company has a positive attitude towards resolving the issues (if any) and has a strong customer care system.
For example, a person ordering a product ‘Y’ from a company situated far east while sitting in the westernmost corner of the country would only rely on customer feedback.
According to the head of a leading eCommerce company, the following can be the effective ways to streamline the customer review strategy and the consequences, thereof—
Judicious Use of True Customer Reviews
Using the unedited reviews from the consumers positively impact the mindset of the buyers. Therefore, the sellers should always look out to leverage the best reviews in its raw version. In addition to this, the placement of such reviews on the website also plays a crucial role.
According to the experts, putting such reviews with the person’s name and photograph is going to bestow more trust credibility and genuineness. Another way is to dedicate a separate section to the Testimonials.
Responding to the Reviews Instantly
Never leave your buyers wondering and helpless after they purchase from you. Make sure you care about their thought- no matter whether it is positive or negative.
Well, responding to the reviews instantly helps put a positive impression on the present as well as prospective consumers. It is often seen that if the consumers were made to feel ‘good’, they would always try to indulge in a long-term relationship and can be a genuine, all-time consumer/buyer.
Making the Platform Easy to Respond to the Buyers
The general fundamental of the customer review strategy never makes the consumers beat around the bush in either searching for the product or allowing them to review. An easy to reach interface will always ensure that the consumers will quickly get in touch with the products or the service provider. In addition to this, a consumer must never feel exhausted while filling up the review form. Therefore, the pro-forma of the review should be kept simple.
Sharing the Reviews on Social Media Platform
The businesses are making great use of the digital platform. Therefore, such platforms can also be used to spread the message of trustworthiness, credibility, and genuineness about the services or products. Apart from this, this will also serve as a base for improving customer engagement through sharing, likes, and commenting.
Apart from social media, e-mails can also be used as a useful marketing tool. Sending promotional emails with the review is going to add a cherry on the top of the cake, and the effort of the service provider would always be a cakewalk.
Conclusion
Reaching out to the consumers with the USP of the business would never mean that you are going to dig a hole in the pocket of the prospective consumers. What is needed in order to promote brand and business is to ensure that customer reviews are positively incorporated during the effective marketing strategy.
Bio:
Jason Xu is a feature writer at https://www.randomstuffido.com. He specializes in health, business, entrepreneurship, technology and social media trends.