If you head online to Yelp or Feefo and you discover a business that you were looking to buy from, only to see a swathe of negative reviews, the chances are you will forget that company and move onto another one. Review sites are so prominent nowadays that it takes very little effort for a potential customer to Google your brand and discover the sort of customer experience that you provide. It’s vital that you have positive feedback on your product or service and that any negative reviews can be explained. Just one or two poor reviews can tarnish your otherwise great reputation.
Customer service and reputation are key to ensure that your business thrives in the long term. Sure, you may have a fantastic product but if you’re delivering it late or it gets damaged during transit, then what is the point? The customer experience that you provide needs to be better than that of your rivals in order for your startup to thrive. Take a look at this guide to help you secure more positive reviews.
Make It Easy For Customers
Most people who are happy with a purchase or product won’t leave a review. However, if a customer is angry with the level of service they have received, they will be more proactive in seeking out places to review your company. You need to make it easier for that customer who is less motivated to leave a positive review. Ensure that every delivery has a card inside the parcel detailing the site or place to leave a review.
Consider incentivizing for reviews. While it is not ethical or legal to promise discounts in return for a guaranteed glowing review, you can for reviews in general. Consider offering money off the next order or free delivery. Ensure that there are plenty of places to leave reviews. Have links to review sites on your social media feeds, optimize the content on your website to make it easy to navigate and welcome third party review sites such as Yelp and Trustpilot.
While you want to foster positive reviews with incentives, ensure that you actually have the outstanding customer experience to back it up. Consider outsourcing your first point of contact for customers to Ivy telephone answering services who have professional and qualified call handlers to take messages and answer queries. This polite initial contact can make or break the reputation of your company. If you are mainly based online, outsource your communications to a social media manager. This individual will focus on fostering positive relationships with your customers over Twitter and Instagram and Facebook. They will respond promptly and encourage a more informal dialogue by shunning a stuffy corporate tone. Remember, everything on social media in the public domain so it’s vital that you’re responses are sensible and proactive, especially if you receive a complaint. Sort it swiftly to limit any chance of a negative review.