Reviews are powerful. Good ones can validate your business and lead to an exponential amount of new users trying or buying your product based on what peers have said. Bad ones can be detrimental to the success of your business. Either way, embracing all kinds of feedback will help guide your product or service in a positive direction.
With that in mind, here is some advice from the #SproutChat community on how to best solicit and then embrace customer feedback.
Start With Offering an Excellent Product or Service
Before looking at reviews, the most important thing to analyze is your product. If you’re working for a company with a poor product or service, you’re always going to be working with a tough crowd.
A1. Offer a service or a product that is so much better than the competitors the user feels obligated to review it. #sproutchat
— Chris Desadoy (@EliteYouTubePro) September 23, 2015
A1) Making it as easy & accessible as possible! Also providing a service or product that people are passionate about can’t hurt! #sproutchat
— Elizabeth Sherling (@ecsherling) September 23, 2015
Seek out Satisfied Customers to Share Their Feedback
The opportunity to get a satisfied customer to write a good review might be right under your nose. Always stay on the lookout for customers making positive comments, giving your organization a shout-out or recommending your product or service. Also, keep a close eye on brand keywords so you don’t miss any social mentions.
A2: If client is TELLING YOU how much they love you, ask them if they’d be willing to say it in a review #sproutchat https://t.co/lZ3ucN9gF2
— ThinkSEM (@ThinkSEM) September 23, 2015
A2 Sometimes it’s not bad to be blatant, but make it fun. Ask for honest, but say “If you think we’re fabulous, celebrate it!” #sproutchat
— Terry Lo (@calgarydreamer) September 23, 2015
A2 And set a really high bar. Tell them that anything less than 4 stars is a failure, and ask them on how to to improve #sproutchat
— Terry Lo (@calgarydreamer) September 23, 2015
Use Insight From Current Reviews to Improve
People who write reviews clearly care about what you are offering—so consider them your most passionate users. Whether they are dissatisfied or super happy customers, their insights are invaluable. Look for patterns or commonalities, and relay the feedback to others in your organization. If you’re not closing that communications loop, what’s your business’ true purpose anyway? Take points from reviews, and make sure your team is consistently improving. When addressing reviews from dissatisfied customers, be sure to show empathy, appreciation and authenticity.
A3: While poor online reviews aren’t the goal, it does provide the opportunity to show improvement #sproutchat https://t.co/WAqnJRbB5g
— Northcutt (@northcuttHQ) September 23, 2015
@SproutSocial A4: i would say be empathetic and open to discussion regarding the poor experience. #sproutchat
— Wayne Chan (@GTAmissions1) September 23, 2015
A4. if it’s something that’s out of your control, point them in the right direction or help them understand what went wrong #SproutChat
— Denise Casagrande (@Free_DennyGurl) September 23, 2015
A5. People who genuinely like the product but have specific problems with the product tend to overshare in reviews how to fix it #sproutchat
— Chris Desadoy (@EliteYouTubePro) September 23, 2015
Attract Potential Customers With Positive Reviews
Reviews are content gold. Find reviews that are particularly insightful about your product or service, and reach out to the individuals who submitted them. Also, strategize where a third-party response might have the biggest impact on converting more customers.
A6. Customer case studies ARE some of the best forms of content. Especially for PR #sproutchat
— Alexander Wilson (@anthrofoodie) September 23, 2015
A6) Promotional ads (with their permission, of course) on Facebook. Or designing a custom tab with good reviews. #sproutchat
— Kyle Murray (@TheKyleMurray) September 23, 2015
A6 I’ve seen some great videos including testimonials for b2b, but it HAS to be interesting content #sproutchat
— Katy Elle (@KatyElleBlake) September 23, 2015
@SproutSocial Feature them! Reach out for a video testimonial. Offer special coupons. Keep them in mind as a brand ambassador. #SproutChat
— Sheila Ellis-Glasper (@sheilamae) September 23, 2015
Tell Us What You Think & Join Us Next Week
Speaking of reviews, we’d love if you wrote us one on G2 Crowd. Also, be sure to join us every Wednesday (with the exception of next week, September 30) at 2 p.m. CDT for #SproutChat. Get started connecting with our community now here.
The post #SproutChat Recap: What to Do With Reviews appeared first on Sprout Social.
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