Feedback Matters #1 – Online Reviews

“Your most unhappy customers are your greatest sources of learning.”

Bill Gates, Co-founder of Microsoft

There are many ways to get feedback from your customers. The most abundant and visible sources are online product and company reviews.

When was the last time you researched a product or service and checked out the company or product reviews? About 5 minutes ago…right?! Yeah, me too.

Needless to say, reviews and feedback are important!

Even if you don’t have the resources or desire to host reviews on your own site, there are plenty of places online that will do so whether you like it or not. Depending on what is being reviewed, there’s Google, Yelp, TripAdvisor, Houzz, Facebook, GlassDoor, Amazon, and many more.

While it isn’t necessary (or possible) to monitor all these sites, it reflects well on your business if you make the effort to do so on one or two key sites.

  • Find out where your product / company / service is being reviewed.
  • Choose the most popular site(s) for your type of business.
  • Commit to checking your reviews on a regular basis; e.g. weekly, bi-weekly, etc.
  • Respond to each review, good or bad or ugly, with a customer service mindset.*

Reviews can be hilarious, nasty, neutral, misguided, and more, but they will all tell you something about your customers. Share your most memorable reviews (and how you handled them) in the comments below!

*I’ll go into HOW to respond to reviews in a future post. Or contact me directly for personalised recommendations.

© 2021 Tracey Copeland, Rolling Sands Consulting.

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