Top Tips for Generating Customer Reviews
04 Mar 2014 Leave a Comment
in Marketing, Social Media Tags: follow-up, gamification, surveys
Ask us how we can help you with surveys, via email blasts, direct mail and follow-up…
So how do you go about generating online feedback? Here are some simple things to get you started:
- Get social: If you don’t have a Facebook page and Twitter account, now is the time to get one. If you already do have Facebook and Twitter accounts, make sure you’re checking them regularly for comments. You need to keep a close eye on your social pages and respond to customer comments — good and bad — as they arise. And of course, you need to make it easy for people to find your social sites, so include links on your website and in your emails.
- Get your game on: Ever heard of gamification? Basically, that term refers to websites that incorporate some sort of game play into their design to make it more fun for customers to engage. You can get as complex as you want, but even a simple thing like adding virtual badges or trophies for customers who leave reviews can increase feedback.
- Be generous: Everyone likes to score something for free, and offering a free sample or free trial period can be really effective at getting customers to leave reviews.
- Follow up: A customer just made a purchase. Is that the end of the transaction? Not if you want to generate some (generally positive) reviews. Once a purchase is complete, touch base with the customer to discuss both the item they purchased and the purchase experience in general. When you get positive responses, ask if you can share them as testimonials on your site.
OK, so those are just a few ways to generate reviews and feedback, but what should you do if some of that feedback is negative? First, set aside your anger and indignation, and don’t stress: Every business is going to catch a little flak once in a while. Don’t ignore negative reviews; instead, reply politely to deescalate and help soothe the customer. Try not to get into a debate on your social page; instead, invite the customer to contact you by phone or email, or offer to contact them. Be sure to thank them for their feedback and apologize for any inconvenience they’ve felt. And of course, if the feedback is on target, use it to make needed improvements.
Engaging customers and generating positive reviews takes work, but it’s work that can yield big returns. Take a few minutes today to think about how your business can improve feedback and start building its own base of dedicated fans. Then give us a call and we can help you get the ball rolling!
Innovate, Don’t Imitate
24 Mar 2013 Leave a Comment
in increase business ideas Tags: customer service, surveys
One of the most effective ways to keep a competitive edge is to think like a prospective customer and compare your business frequently to your competition. What does your competitor offer that your business does not?
While it’s helpful to stay informed of what your competition is doing, you should avoid copying their ideas. Rather, if you see a good idea that you’d like to implement, find a way to add more value and make it an even better idea. For example, if your competitor offers free shipping on purchases of $100, you could provide free shipping on all purchases and possibly even returns, which removes potential risk when placing an order.
If your competition sells a comparable product, an easy way to add extra value to your business is through service. Whether you have longer business or customer support hours, free shipping, a better warranty, free training, or live phone operators (no automated phone service), it’s often these types of value-ads that really stand out when customers compare businesses.
Another great way to gain customer perspective is with a customer survey or questionnaire. Ask your audience how you can improve, what new offerings they wish you provided, and what they like best about your company. Their answers could easily point to innovative ideas that will give you a competitive advantage.
9 Ways to Increase Customer Retention
07 Mar 2012 Leave a Comment
in Inspirational, Marketing TIPS Tags: communication, mail, surveys, thank you cards, value added
Experts say it costs five times more to attract a new customer than to retain an existing one. Consequently, customer retention is critical to the success of your business. Here are a few tips to help you stay in front of your customers and increase your customer retention rates:
Develop a customer loyalty program that offers special promotions and incentives for return customers, such as birthday discounts, a reward punch card, free shipping, monthly discounts, free upgrades, and the like.
Offer surveys that ask customers what they think of your business and how you can improve.
Encourage open communication with your customers. Request feedback and suggestions. Offer options such as email forms, surveys, a toll-free number, chat forums, and social media links.
Consider creating a focus group with a couple loyal customers to provide their insight from a customer’s perspective. Be sure to reward them for their input.
Utilize customer complaints and suggestions to improve your products or services.
Create a referral program that encourages and rewards loyal customers to do the selling for you.
Differentiate yourself from the competition. Offer value add-ons, educate your customers about industry trends, provide helpful tips, and have a live person answer your phones instead of a confusing automated system.
Socialize with your customers. Attend trade shows, offer open houses, encourage customers to respond to blog posts, and communicate with your customers on social media sites.
Mail personalized thank you cards showing your appreciation for recent purchases or for interest in your products and services.
If you have other ideas for keeping customers satisfied, please feel free to share them in the comments below.
