6 questions that Online Reviews help answer from POTENTIAL CUSTOMERS about YOUR BUSINESS
Potential customers need reassurance when they are choosing a company to work with or buy from. Online Reviews are a great way to showcase your business, your ethics and what you stand for.
This article will look at some of the questions potential customers will be asking before they work with you, and show you how online reviews can help answer some of those questions, so you don’t have to. The proof is in the pudding . . .
Is this a company that goes the extra mile?
Sometimes it is difficult to get people to review your business. Sometimes your customers just do not like reviewing your products/services. Well, to that I say you aren’t doing enough to get them to review.
If you can’t get people to review, you aren’t compelling them too. People have so much going on in their lives, therefore, you need to stand out if you want them to go out of their way to leave a review. Positive, five star reviews should be earned not expected. By going the extra mile for the customer, they are more likely to leave you a positive review.
How can you go the extra mile? Surprise and Delight, offer little rewards and treats every now and then. This keeps people interested, and let’s be honest it’s the little things that can really make a big difference!
Is this company reliable?
Online Reviews are a great indicator of reliability, especially if there are lots of reviews spanning a year or more.
The more reviews there are, the easier it is to spot patterns of failure or regular successes. If you have incredible shipping times, your reviews will reflect that. If you have incredible post-purchase customer care, your reviews will show it. If you have terrible customer care or shipping speeds, your reviews will also highlight those.
Reliability is an indicator of quality, because if your company is consistently good at something then customers will be able to see that effort is obviously being put in. Effort reaps rewards.
Will this company still help me out after purchase?
In a global market place, where price is no longer as important as it used to be, you will need to find other means to help your company stand out. Offering exceptional customer care though online, offline and social mediums is a brilliant way of doing that.
By looking after your customers once they’ve been through your ‘sales funnel’ you are more likely to gain more positive reviews, more return customers, and more new customers. Why? Because people no longer want to buy a product then never have contact again. They want to know that you, as a company, care. They want to know that if they have any questions, concerns or queries, you will be there to help out.
This level of support is something that customers crave. If they are going to spend their hard earned money with your business, they want to feel safe that they are getting their money’s worth.
Does this company have a good reputation?
Online Reviews will reveal what people really things of your business. I believe that there is no better mass method of collecting unbiased feedback than through reviews. These reviews will truly reveal what people think of your business. The good, the bad, the ugly, and the brilliant!
New customers want to know that they can trust your business, especially Especially so if they haven’t even heard of you before. Reviews offer that security, and hold your reputation up to scrutiny. If you are as good as you think you are, then the reviews of your business will show it. If you have work to do, your reviews will show it, and they’ll also show your progress.
Does this company have regular customers/clients?
This varies between industries, but each industry does have it’s own benchmark, and customers will expect your business to have more or fewer reviews depending on the product, services in question.
Some examples include Heinnie Haynes, an outdoor retailer who has over 15,000 reviews (at the time of writing this) on Trustpilot. This shows that the business has lots of regular customers and is doing lots of business.
You compare that to a company like Sage Pay, who are a massive European company and a payment service provider. They have just over 900 reviews on the same review site. Do you trust this company more or less? I’d say you couldn’t compare them. I’d trust them both, because I wouldn’t expect a payment services company to have thousands of reviews, but I’d expect a decent sized retailer to have lots.
In both cases though, you can see there is regular business done, this is a good sign that a business is doing well!
Does this company want to continually improve?
Nobody is perfect. No business is perfect. Nobody expects you to or your company to be either. However, that being said they do expect you to make efforts to atone for your errors. They also expect you not to be making the same mistakes over and over again (as highlighted earlier).
They expect for you to make steps to ensure the same mistakes do not happen, and that you as a business are always striving for better. Even if your customers don’t demand constant improvement, you should demand it of yourself, because in such a rapidly changing world, if you don’t adapt, you won’t thrive.
Your online reviews say a lot about you. They help highlight what you are good at, and what you aren’t. Don’t fear the reviews, embrace them, and use them.