Having your business stand out over and above your competition in an increasingly competitive market place can be tricky. But instead of instigating the latest and greatest marketing trends and technologies, have you thought to stop and ask your customers what they think about your business? Maybe you should.
Here are 5 reasons that can help you get the most out of your customer testimonials.
1. Ask for them.
The chances of a satisfied client leaving a customer review for your business are slim. You need to ask them politely to do so, explaining how it can really help you.
If the client is truly satisfied then spending a few minutes for a business that has just provided them a great service is not too much of a hardship.
Get into the routine of asking your clients how your service was. This will move your business towards creating a culture of customer service, further enhancing your brand and reputation.
Many customers would be happy to review your business, if reminded.
Recommended for YouWebcast: Winning with Data: Drive Leads & Marketing ROI across All Channels & Campaigns
2. Negative reviews are to be expected.
People are more likely to leave a bad review than a good review, even if far more people have a good experience than a bad one. Unfortunately that is just the way it goes and you have to accept and embrace this as a positive aspect of the review marketing process.
Don’t panic if there are some less than 100% positive reviews. No business is perfect, and nobody expects them to be. Instead, use any criticism as a learning tool for improving your business.
3. Follow up with the Clients that respond negatively.
If possible, follow up and see how you can fix the problem. Consumer studies and surveys have proven customers are more satisfied with a company in which there was a small issue and the issue was resolved, compared to if there was never one in the first place.
By leaving negative online reviews without responses you are showing the watching public that you don’t care about customer service and do not listen to what people have to say about your business. This is not good.
Always respond to negative reviews and ask the client in question to contact you so that you can investigate and resolve the issue.
4. Never write fake reviews or testimonials.
There have been several reports recently of businesses losing hundreds of reviews about their businesses over night down to stricter review filters on a lot of online review sites such as Google+ and Yelp.
Yes it can be difficult sometimes to get reviews from your clients but that does not mean that you should go about putting reviews up yourself. It’s simply not worth the risk of having your business details banned, or as Yelp is doing providing a consumer alert about your business to those that are searching, that will last for 3 months and this could severely damage your reputation.
The question you need to ask is, is having no reputation better than having a bad reputation?
5. Tell the world about it.
There is little point going through all the hard work and effort of getting great reviews from your satisfied customers if no one is going to see them. It is great having them on your website and this can help towards conversion however what about using these testimonials and positive reviews to market your business online?
You could put together a short video of the positive testimonials and post them on a video sharing site. Write a press release highlighting how you have helped a customer achieve X, which can be syndicated to relevant sites across the internet.
There are many ways that you can take these glowing reviews about your business and use them as marketing collateral to influence future clients on choosing your business offerings over your competitors. After all, the customer reviews aren’t just there to make you as a business owner feel better, they are there to help convince future clients that you are the trusted business partner of choice.