Why Reviews are Key to your Business!
Online review services can impact your customers' decision making. Whether you like it or not, they can either help grow your business or ruin your reputation.
Online reviews help customers choose whether or not your business is something they want to be a part of. Search engines are a world-wide use so anyone from anywhere can gain insights into your business. Therefore making it a level playing field for every business!
The positive thing is that customers rarely endorse businesses with bad reviews, which gives every company a chance to improve. The more your company chooses to improve offerings, service and structure, the more willing a customer is to buy into your service/product. However, if your business mainly has positive reviews then there is no need to worry! They will become your best advocate, enabling you greater exposure and an increase in new customers coming your way.
The better the reviews, the more sales! However, bad reviews might discourage customers from making you their first choice. Negative feedback isn’t great for any business, but when taken seriously can allow you to identify and improve in areas that may have been overlooked. Even a negative review can be turned into a positive as they just allow you to fulfill those expectations set by your customers.
Review Platforms to Consider! 🤔
A number of practices and statistics have proven time and time again how important review platforms are. For example, it was found that 81% of customers trust Google reviews for their local business needs. Therefore, having an online google presence is non-negotiable in our opinion. Did you know that quite a few people don’t consult Google before influencing their buying habits.
However, how do you go about forming a Google online presence? All you need to do is create a Google My Business Profile (GMB) and update your company's information on the internet! It’s as easy as that! This will then put your business on Google. Once you’re all set up on google, your customers can start leaving reviews in any way that they see fit.
Not only does Google enable you to grow your business and connect with your customers on a 1:1 level through reviews, it can also help SEO (search engine optimization).
SEO is how customers find your business and where you appear in search results. It makes it easier for customers to find you in local areas, therefore increasing support for independently run companies. The better your reviews are on Google, the higher your company will appear on the ranking! Meaning your business will appear at the top of the search results.
Now these are the types of results that we like to see! 👀
The Customer is Always Right! 💡
Although positive reviews can bring in new customers, the actual feedback from previous reviews can help make positive changes within your business. The review services allow you to understand your customers by giving them a voice. In return for this voice, it allows valuable insights directly from your customers giving your business the chance to improve satisfaction, quality and service! Here how:
📣 Increased Customer Satisfaction: When asking for feedback, you can usually share links to forms to make the process easier for them. When customers feel as though they do not have to do a lot to share their opinions, they are more likely to share it as it is minimal effort. Responding to these online also makes them feel heard by the business - in return, giving satisfaction.
📣 Improving Quality of Service: Feedback clearly shows you how well your current service/products are performing. Companies can identify gaps in their establishment by analyzing feedback from customers. Analyzing it allows companies to improve by taking the hands on approach and making those amendments where necessary. Changes, no matter how big or small can result in greater customer satisfaction.
📣 Increased Business Growth: Satisfied customers are loyal customers. These small changes have a knock on effect. Meaning they would be more interested in leaving positive public reviews online, therefore improving business reputation. Showing your business in a positive light can build trust between potential future customers. Replying to negative reviews shows your company's commitment to improving, strengthening your reputation - also while attracting new customers.
📣 Better Overall Experience: Actively seeking feedback from your customers and implementing those changes can only enhance customer experiences. Seeing feedback taken on board and reflected within the establishment creates a positive 1:1 connection between consumer and business.
How do I Receive Feedback from my Customers? 💭
There are many ways to gain good feedback from your customers! However, you need to research the best ways in which your customers respond. Therefore, let's take a look at some ways you can gain feedback and whether it suits your audience:
📣 WiFi Marketing: Firstly, Wi-Fi can be provided free in establishments in exchange for personal information such as name and email address. This way, establishments can gather insights into their customers this way and send automatic ‘leave a review’ emails.
For your company to reap the benefits, you must invest in Wi-Fi marketing software allowing you to capture this data. This way, you can get in contact and ask your customer of their overall experience whilst they were with you.
You can also send surveys asking where your company can improve to increase customer satisfaction. We always recommend keeping these short but sweet! Hitting 5 questions maximum which you really want to know about your user.
📣 Adding QR Codes:
Another way of collecting customer feedback is to use QR codes. At kyco, we provide NFC/QR tags for companies establishment. Upon scanning, customers can be redirected to a menu where one option displays ‘leave a review’. They’re less likely to hesitate when scanning through their phone to leave a customer review for your service/product.
Use the NFC/QR codes to your advantage! Display these around your venues, especially around check-ous. This way, it makes sure there are no further steps to avoid distraction.
📣 Have a Google Review Presence: It’s not too hard to have a google review presence in your venue. At kyco, we are constantly testing new bits of technology to help our clients better their performance and understanding of the client. We provide Google Review Lanyards for all of our clients and give monthly feedback to our client’s of a full summary, breaking down all of they’re online reviews.
After this, it is down to our clients as to what they do with this information. We usually recommend our clients display the google review lanyards after excellent service or between billing. This way, it gives the customer time while they’re waiting to fill out the forms and submit!
Also having reviews LIVE on your website. Having these listings available to see upon visiting your website gives them a direct understanding of the type of community you have. It’s easy to manage, monitor and comes as nothing less than beneficial to your reputation.
📣 Engage with your Customers Online: Responding to negative/positive feedback is a true reflection of the standards you set. Whether that is through Google, email or social media accounts constantly engaging and seeing this communication as helpful to your business is good. In fact, some customers prefer certain platforms over the other. So it is always important to be HOT on every point of contact.
If you aren’t using all of these platforms for customer feedback, you’re missing out on valuable insights. To avoid this, encourage customers to contact you through all platforms. Always reply to customer comments and ask questions about their experience. Always let your customers know you’ve heard them! Doing so will turn your platforms into the best feedback data collectors known to man-kind!
Don’t Let the Feedback Go to Waste! 🚮
Now you have a clear outline of what customer feedback can do for your business, let’s jump into how kyco spins it.
At kyco, we truly believe understanding your customer is never a burden. In our books, the customer is always right and we see every 1:1 point for customers as a way to improve. To grow your business, it is so important to get reviews regularly. Therefore we have all the tools in place for you to adopt this into your business. Step by step, we can help you make the small changes you need to take your business to the next level. Get in contact today to see what we can do for you.
