One of the foundations of building a positive company image is acquiring opinions. Moreover, as research shows, 83% of consumers claim to completely or partially trust recommendations from friends and family. In turn, 66% of people believe reviews published on the Internet. Check out the power of consumer opinions and take reputation management to a higher level online.
Opinions about a company are social proof of its validity. Consumers often do not want to take risks (especially with online orders), so they turn to offers that have already been used by many satisfied customers. On the other hand, comments and ratings from buyers can provide you with valuable information. Furthermore, by asking customers for their opinions and responding to them, you show them that their input is important to you.
Positive company opinions not only attract potential customers, but also potential employees. A person looking for a job will certainly check opinions about their future employer not only on dedicated websites, but also on review platforms and social media.
The importance of consumer opinions for every business is best demonstrated by the numbers:
In the age of widespread internet access, a comment about a company can be written almost anywhere. There are many websites, but the most popular place is Google Maps. Therefore, every company should create its profile on Google My Business and then use reviews to gain an advantage over the competition.
As mentioned earlier, a company should be present on at least three review platforms. Of course, the choice depends on the industry, sales channels, and many other factors. You can read more about the most popular platforms here.
No one is infallible. Furthermore, an unhappy customer is usually just outraged and wants to quickly share their impressions, so they often do not even think about the situation that occurred. However, when a company takes appropriate steps, shows interest, and proposes a solution, the buyer often realizes that they may have been too harsh in their judgment of the company.
Internet user comments should be treated as guidelines. Despite the anger that may arise after reading a negative review, consider whether the reviewer may be right. Maybe there really are areas in your company that need improvement in terms of customer service? Or perhaps your product is not as good as you think and needs to be perfected? Maybe you need to examine which part of the customer journey requires a change? These are just some of the questions you can answer by analyzing negative reviews about your company.
A company without negative reviews is like a soldier without a rifle... So don't be afraid that a negative comment will destroy your image. It can happen if you take no action. Remember that an unhappy customer wants to be heard, so the worst thing you can do is not react. Instead of getting angry at the customer, thank them for their opinion and apologize for the incident, even if the fault does not entirely lie with you. By doing this, you will immediately defuse the situation and show that you care about resolving the issue. Then, propose a solution. However, do not reveal all the details until the conversation moves to private email or phone communication. Why? It's simple, there are many "bargain hunters" online who will try to extort compensation from you when they see that you offer it to dissatisfied customers.
Rating Captain is an application backed by a team of specialists in various fields. We will help you acquire reviews from your customers, which will increase sales, outpace the competition, and take the top spot on Google Maps. You can proudly display your reviews on your website or online store using widgets. The application will notify you of every new review, so you will be able to react quickly, which plays a significant role in the case of negative ratings. Furthermore, thanks to artificial intelligence, Rating Captain will show you how dissatisfied the customer is, making mediation easier for you. Don't hesitate, register now!
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