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Put yourself in your client's shoes for a moment. You want to buy a product or use a specific service. So you open your web browser and do a quick reconnaissance. You find a company that can meet your needs. You visit their website and read detailed information. Before buying the product or picking up the phone to schedule a meeting, you want to make sure you're dealing with a reliable contractor. What do you do?
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It is difficult nowadays to find a person who does not check Google reviews before using a company's offer. On the one hand, it is an opportunity to effectively promote your business. On the other hand, it is hard not to see this situation as a threat. Even if you have made every effort in your company to anticipate and satisfy all customer needs, you will eventually come across someone you cannot please. And from there, it is a straight path to a negative comment.
Over 97% of consumers regularly check reviews online. When they want to buy a specific product, they first make a choice based on the information found on the internet. Then they look for the best seller, using predictable criteria. Attractive price is just one of them. The second criterion concerns safety.
A bad hotel can ruin your entire vacation. After a day full of experiences, guests return to it wanting to rest, sleep well, and have a regenerating meal. If the rooms are dirty, the food is not fresh, and the beds are uncomfortable - it's hard to talk about a successful holiday. One of the most commonly used preventive measures is to check the opinions about the facility before making a reservation. They are crucial and often outweigh the decision to choose a specific place. Positive opinions confirm the decision made, while negative ones make you look further.
A good online reputation contributes to increased income. Almost all consumers now tend to make purchasing decisions based on found opinions. You may not agree with such a big role for comments. Nevertheless, you definitely need to meet your customers' needs.
Negative reviews on Google Maps can cause customers to flee from your company. Even if your offer seems interesting to them, they will not make purchases from you. Do you know the principle of social proof? When a person does not know what decision to make, they tend to seek the opinions of others. Then they make the same choice as the majority of society.
Google Reviews are very important. 97% of buyers use them. The reason for the popularity of Google Maps is quite simple. Consumers use it in various moments of their lives. Going to a foreign city? No problem. With Google Maps, you will always find the best way to your destination. And since you're already heading somewhere, you want to know what others think about that place.
Choosing the best restaurant is not always an easy task - it's not just about the food, but also about the overall atmosphere. The difficulty of choosing applies not only to a new city that we are not familiar with or foreign trips, but also to ordinary, everyday situations when we want to spend a pleasant time and eat well. That's why users, if no one personally recommends a place to them, check the opinions about restaurants or eateries that appear on the internet - on review websites, culinary blogs, or social media. They are crucial and often prevail when deciding on a specific place. Although choosing a place for lunch or dinner is not a "life or death" type of choice, no one wants to be disappointed.
Is the appearance of negative customer reviews the beginning of the end for your brand? Of course not! Should we pay attention to them? Definitely yes. Brand transparency is extremely important for today's consumer.
Customer satisfaction survey can be conducted both by phone and online. It is worth knowing that the latter method is considered less invasive. Customers can answer questions at their convenience. They feel that they have a choice. Apparently, the situation looks similar during a phone conversation. However, it turns out that in the assessment of consumer surveys, phone surveys are more often perceived as a form of aggressive advertising.
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