Some time ago, we showed you how to respond to negative online reviews. Today, we're here to show you that customer complaints aren't harmful but actually beneficial to your brand.
As we all know, clients are the lifeblood of any business. There is no business without the existence of customers. The more consumers you have, the more you know your business is on the right path.
This is why getting their feedback is helpful to your success. You know your consumers' needs, pain points, and how to keep them satisfied and coming back for more.
People look at online reviews as much as they check a business' website before buying a product or a service. More than 80% of consumers trust online reviews as much as a recommendation from their friends and family.
Customer feedback reel in new clients and save businesses time and money because you don't have to pay extra for customer surveys.
Of course, receiving all positive reviews is close to impossible. There will always be one or a couple of customer comoplaints. 34% of customers are inclined to leave a negative review after a bad experience.
Frustrating as it may seem, don't take these negative reviews and criticisms personally. Instead, look at it from a different point of view. Look at what value this harsh feedbacks can provide your firm. They may be the gamechanger you've been searching for.
Positive influence on brand image
An open-door policy when it comes to customer feedback gives your brand image a positive look. It shows you're trustworthy and prioritize your clients above anything else. They see you're willing to go the extra mile for them.
You know what happens with satisfied customers? They become ambassadors for your brand. They share their positive experience with friends and family, which helps improve your reputation.
Improve customer communication
We all want to be heard. This includes your consumers. To make sure they are engaged with your brand, provide a channel where they can see and feel that their opinions have weight and value. Clients who think they matter to a brand have higher chances of being loyal consumers.
Customer loyalty you helped create by boosting your consumer communication will translate into a more positive word-of-mouth marketing for your business.
Upgrading of policies and procedures
Many businesses have protocols and policies in place to ensure everything runs effortlessly. Customer complaint shines a light that helps entrepreneurs see and know if these protocols are working as intended.
The gathered information from the feedback will be the roadmap to adjusting and improving workplace and CRM protocols. You'll find out which protocols work, need improvement, or need to be removed entirely.
Improve your product/service
When consumers leave negative online reviews after experiencing a problem or two, they are showing you insightful ways you can improve a product or service. They're opening the door to possibilities on ways to keep them engaged with your brand.
So, don't turn a blind eye or feel attacked when you read these criticisms. Learn from it. Address it. Improve your product or service based on the feedback you receive from your consumers.
These complaints are necessary for your business' development. The key is knowing how to deal with it. Avoid debating with negative feedback. Accept it, and do not be defensive. Instead, use it as a teachable moment for you and your team.
Customer complaints are a gift to many entrepreneurs and business owners. The trick is understanding how to turn these complaints to your advantage to grow your business further.
Need help addressing negative feedback and consumer complaints? Send us a message. We’re here for you.