On-line customer review responses can take up many hours within a working day, dependant on the size of your business, how many review centre websites you are featured within and the amount of reviews you are receiving.
Customer comments and Google star ratings are an important part of business and do feature very heavily for a business to succeed and to be shown as ‘trusted and valued’ company. Building and learning from your customer reviews and incorporating into your business-marketing plan can be an integral part of your company’s objectives. The content that is written also becomes part of your SEO strategy as customers are writing rich content, which in turn helps to optimise your website.
Many customers no longer just look at a company’s website to base their purchase on, but they also look for customer recommendations too. Approximately 72% of customers now trust customer recommendations as much as a personal recommendation, whilst 52% of customers say that, a positive review will influence their purchase.
Customer feedback is very public so it is important for a business whether you own a shop, B&B or an internet business to have great customer service. If you are not doing it right, it could be written on a review site for all to see.
Having a process in place to deal with reviews is a must, as it becomes routine to check details daily.
- Monitor the review websites that you are featured within to keep track of comments.
- Check the internet on a regular basis to see if you have been added to free review centre sites by customers.
- If negative feedback is given, reply back to the customer as soon as possible to resolve the situation.
Is your business reviewed by customer opinions on the internet and do you keep a regular check of peoples comments?