When deciding where to go, what to buy, and which professional to hire, consumers have always relied on recommendations from friends and family. With the Internet, this logic has changed very little. We still base our decisions on the opinions of others. However, now this network is much larger. Online reviews have strengthened a habit that was already part of the purchasing process for most consumers. The growth of e-commerce has given the customer a leading role, and marketplaces – platforms that connect people to products or services – are responsible for this great appreciation of reviews.
It may be strange to trust the opinions of people we don't know, but experience rich people database has proven to be extremely positive in assessing the quality of products and services online. When we share our positive or negative experiences, we provide powerful input for other people's decisions. Reviews show exactly what a company's strengths and weaknesses are, whether it's a restaurant, a tourist attraction, a shoe store, a service provider, or an airline.
Check out some tips on what your brand should do to enhance the positive side of reviews:
1. Don’t start without reviews
If you’re just starting out online, send emails to some of your most loyal customers asking them to leave a review about your company. An empty comment box is never inviting.
2. Be honest.
Under no circumstances should you work with fake reviews. It doesn't look good. Cultivating a relationship of credibility with the public only brings benefits.
3. Respond to everything
Set aside time periodically to respond to all comments politely. Thank them for compliments, criticisms, and suggestions. After all, the person took the time to give feedback and deserves it in return.
4. Take a deep breath
Customers don’t always give good testimonials. That’s part of the game. Take a deep breath and never argue. People tend not to be understanding with this type of interaction. Take it as surefire tips on what you can improve.
5. Take advantage of positive reports
Spontaneous comments provide great material for you to share on social media. People identify much more with the words and opinions of other consumers than with the brand talking about itself.
6. Make it easy to leave a review
The more convenient it is for customers to leave a review, the more people will feel comfortable doing so. Create mechanisms, such as an email sent as soon as the person receives the product or uses the service, so that they don't forget to write.
Want to put all this into practice? Contact us by clicking here and we can help you.
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