Word of mouth has moved online, infinitely extending the reach of customers who love and loathe your business. The stakes are high and so are your customers’ expectations. As a business owner, you should be asking yourself how you can use online reviews to tip the scales in your favour.
Your customers are having these conversations whether you like it or not so it’s in your best interest to encourage them to say positive things. Good rankings on online review sites are a benchmark of excellence. They set you apart from the competition and act as a valuable (and free) marketing tool.
Tending to your profile and nurturing your score doesn’t have to be a laborious task. You can transform your online review ranking in just 10 minutes per day. All you’ve got to do is ask one question!
Measure and manage happiness
Implementing a feedback platform is an accessible and affordable technological solution that will help you build a successful online reputation.
The One Question is the only feelings-led feedback and communications platform that uses the Customer Happiness Score ®. Rather than other industry standard systems like NPS or CSAT, the Customer Happiness Score does what it what it says on the tin, it measures customer happiness.
It is a tool that gives you greater insight into how your customers feel about their experience. Knowing how your customers feel affords you a number of business-boosting benefits. Learn more about them in What is The One Question and why you need to ask it?
Avoid bad experiences, avoid negative reviews
Customer feelings are a precursor to customer actions. That’s why feedback is such a powerful tool to help your business grow. Once the reviews are online it’s too late. You may be able to learn from this public feedback retrospectively but the damage to your reputation has already been done.
Prevention is better than the cure when it comes to unhappy customers and who better to learn from than the people using your business? The One Question allows you to spot negative feedback patterns with your products and services. You can even tag feedback to search and filter to see how regularly these problems occur.
It might be issues with delivery, insolent staff or faulty products. Find out what’s driving your customers away and fix it. Whether the feedback highlights an increased need for staff training or you’re in dire need of a refurb, you’ll be able to prioritise which fixes will deliver the biggest impact on the customer experience.
Intervention and damage control
Businesses are made up of people and people are only human. It’s inevitable that something will go wrong from time to time. It’s how you handle it going forward that can be the difference between a second chance or ranting online review.
Your customers are parting with their hard earned cash so their negative feelings are understandable when their expectations aren’t met. Capturing the customer’s complaint at this early stage gives you a chance to put it right and hopefully appease them before they air their grievance online.
The One Question’s conversations platform allows businesses to respond to customer feedback. This can help you nurture those relationships and set things right with disgruntled customers. Personally reaching out to apologise, offer reimbursement or incentivise their return can have a big effect on the customer’s perception of your business. Limiting this potential threat to your reputation can be done in just a few clicks.
Giving your customers a voice in your business shows you value their input. Responding to their feedback shows your listening. This creates an opportunity to limit any potential damage to your reputation, both online and off.
Solicit reviews from happy customers
Your happiest customers are your biggest asset. Once you know who they are you can harness their happiness and encourage them to share their experiences online. As brand advocates, they’re already open to engaging with your business so will be more inclined to help you out. BrightLocal found that 70% of people will leave a review when asked. So ask!
The One Question’s conversations platform allows you to nurture those valuable customer relationships. You can start by thanking the customer for their feedback and follow up with a request for a review. Send them a link to your preferred review site and watch the positive reviews come rolling in.
The last word
When it comes to online review sites, getting to and staying on page one should be your main priority. This means getting good reviews. And lots of them. The quality, quantity, frequency and recency of your reviews will all affect your ranking. Utilising a feedback platform can help you manage and implement an effective online reputation management strategy to get more great reviews with minimum effort.
The One Question is the ideal tool for businesses looking for a simple and efficient way to encourage customers to leave reviews online. As a feelings-led feedback and communications platform, The One Question allows business owners to utilise the experiences of their existing customers to attract new customers for free online.
Checking the platform, sending templated or personalised bulk messages to your happiest customers and recompensing unhappy ones can take less than 10 minutes a day. The system makes it possible to create a plan to manage customer happiness in just a few clicks.
If your online reputation is a little lacklustre, give it some love and book a free demo of The One Question for your business today. Get a feel for the endless possibilities that happen when you ask one question, ‘How do you feel?’.