For any business that deals directly with customers, there is a huge emphasis on the importance of treating those customers well. In the end, it is those customers that make the business successful and every business owes their existence to these people.
But, is there more that you can do as a business leader than just focusing on the happiness of your customers? While having happy customers is important, there are also ways that you can turn that happiness into an even greater benefit for your company. Learning how to turn your happy customers into your businesses greatest promoters is an important part of this process.
Benefits in Customer Promotion
It is estimated that 85% of consumers read reviews about a product or company before they make a purchase. If this wasn't enough, 72% of these consumers actually believe that these reviews are accurate. What does that mean for your business? It means that you need a healthy mix of reviews in order to be successful.
Nothing is quite as powerful as a happy customer. Their online review will greatly impact the potential customers that will come behind them. However, a negative review will have an equally negative effect on the company. This is one of the reasons that customer promotion is so important.
How to Encourage Customer Promotion
Keep in mind that typically consumers don't post reviews unless they have either an incredibly horrible experience or a fantastic one. The goal is to encourage consumers in the middle of these extremes to also post reviews.
One of the best ways that businesses have been able to encourage this promotion is through coupons and discounts. Many businesses offer these discounts on future purchases if a customer simply goes online and fills out a survey. This has the opportunity to provide benefit for the business in a couple of different ways. First, the customer will be more likely to return later, and they will have given you a positive review.
Businesses should also make it extremely easy for their consumers to post a review. Place links to review sites on your website or create an easy app that they can use on their phones. The simpler the process the better and the more likely that they will be to complete the review.
Keeping your Customers Happy: Creating Business Promoters!
It isn't possible to keep every customer happy and there are bound to be some negative reviews that surface online. These are actually beneficial to a company as well. Many consumers will grow suspicious of a company that only offers positive reviews.
In order to reduce the amount of damage that a bad review has on your company, make sure that you respond to all negative reviews. You should never respond with an angry attitude and instead apologise for the issue. Request that the consumer call you personally so that you can discuss the issue over the phone. This will help relieve tensions with the angry customer, allow you to move the conversation off-line and show that you care about your customers and will correct any issues that do take place.
Along with negative reviews, you should also make sure that you thank customers for positive reviews. This is also a great way to show that you care about your customers and that you are appreciative of their feedback.
Encouraging your customers to become promoters is valuable for all parties involved. You will be able to benefit from positive comments from your customers, your customers will be able to stay connected and engaged with your company and future consumers will have the opportunity to learn more about your business.
To learn more about how you can turn your customers into business promoters, be sure to contact us today.