For marketers that have been in the game for a while, we all understand that digital marketing has quickly taken over any traditional methods we were used to.
For marketers that have been in the game for a while, we all understand that digital marketing has quickly taken over any traditional methods we were used to. The classic ways of “cold” calling are over and in order really connect you must know the lifecycle of the buyer and cater your online encounters accordingly.
According to a global study of 28,000 consumers in 56 countries conducted by Nielsen, online consumer recommendations are the second most trusted source of brand advertising, second only to “recommendations from people I know”. 80% of consumers said they changed their mind when buying after they read a negative review online.
The numbers don’t lie and it’s clear that reviews, or lack there of, will highly impact the decision process of a buyer. So many business owners are sitting under a pile of untapped resources like their current database of clients to obtain positive reviews. If you don’t ask they wont tell! It’s also important not to be afraid of a negative review. As we all know, the best way to grow and increase customer retention is to overcome customer negativity. Customers who saw a brand response offering a refund, upgrade, or exchange to a disgruntled customer were 92% more likely to purchase than those who saw no response. Every negative review is an opportunity to create something positive and in turn, a loyal client.
Always give your customer the opportunity to chime in and suggest ways to help improve their experience. Comment cards, online surveys and email campaigns are a great way to obtain customer feedback.
When managed well, reviews can be a huge business generator, as well as key indicators of areas your business is succeeding in and areas where improvement is needed.
Let Quick Marketing help you manage your online reputation and generate positive reviews, ask us how!