It’s no secret that customers appreciate good service. Naturally, in order to get them through your doors, you first have to market to them. There are the traditional channels, of course– television, online, and even printed ads may do the trick. Of course, the latest trend is marketing a business doesn’t rely much on marketing that we the business owners create–it relies on customers who have given us a chance to impress them.
Word of mouth marketing can make or break a business. It isn’t just the people you know personally that can put you off stepping into a restaurant or a store–it’s the world of online reviews, too. As more and more businesses become aware of this, they’re scrambling to do damage control and working to improve their online reputation. And while one really angry customer is likely to leave a bad review on a popular site, you really have to impress someone in order for him or her to want to take time and leave you a good review. Here is how you ensure your business has positive word of mouth in 2017 and beyond.
Remove Review Obstacles: A lot of people don’t want to take the steps necessary to find you in order to review you–unless they’re really mad or really ecstatic. Use technology to remove those obstacles from the equation. Ensure there is a link on your website to your review page on sites like Google or Yelp. Send out an email to those who have requested news from you, asking for their feedback and include a link. When you make writing a review easy, most customers are more interested in doing it for you.
Earn Your Review: It’s all well and good to want that good review, but what have you done to earn it? If you haven’t inserted Purple Goldfish into the experience your customers go through every single day when they choose your business over everyone else’s, you’re missing out on a valuable opportunity.
Embrace the Review Process: You don’t have to like that your customers can quickly make or break your online reputation–but you still have to embrace it. That’s because sticking your head in the sand will probably only lead to poorer and poorer results. Instead of being put off by bad reviews that your business may receive, try to learn from them instead. If multiple customers are complaining about the same thing, it might be time to reevaluate your process.
Offer Incentives: You want to talk about Purple Goldfish? Offering customers an incentive when they leave honest (honest being the key word here–notice I didn’t say “good”) feedback online for your company is a great opportunity to impress. From free downloads to free ice cream cones, customers usually respond to freebies.
Customer service is the new marketing. When you impress your customers, they’ll speak on your behalf–and that’s Purple Goldfish at work.