Client feedback and reviews, what does it say about your business?
For most companies, client feedback is a crucial backbone of communication and understanding of what the client experience is really like. Consistently positive reviews are often a result of listening to your customer-base, providing the desired service, and never compromising on quality.
So how do you best avoid the rogue negative review, generate a stream of user feedback, and keep those positive reviews rolling? Keep reading to find out.
One great way to avoid the sting of any bad reviews is simply to outweigh them with positive ones. It can be hard to ask clients to leave a review, even after providing a great service. Automated communication is a fantastic way to give clients thanks and a gentle suggestion to write a review, for example, WillSuite users have access to customisable pipelines or customer journeys for SMS/email interaction. Sending these pipeline interactions can even be delayed for when you don’t want to immediately push for feedback upon the completion of a service.
According to Spiegel, “about 95% of customers read reviews before making a purchase.”. When it comes to encouraging a client to purchase from us we know that clients need to ‘know, like and trust’ us and positive reviews reaffirm that we are the business they should choose.
Additionally, client feedback is a valuable indicator, as every business should have the desire to improve and progress. Don’t be afraid to ask, “What could we have done better?” as many happy clients will jump at the chance to give you feedback.
(An example from our own Google reviews)
So what does a 5 star review say about your business? Most would say it means you’ve provided a 5 star service from start to finish, providing everything your client needed. If you are encouraging clients to provide feedback, why not steer them with some ideas as to what you would appreciate, for example: “We would love to hear what you thought about our document delivery times”.
WillSuite for instance, provides what our clients need in the way of generating business efficiency, maintaining client relationships, and so much more. This short customer experience article is just one of the tips that will be shared on our up and coming marketing session.
For more marketing knowledge, WillSuite will be running a webinar to overhaul your marketing on the 13th of September and we would love to welcome you to the event.
If you’d like to see what WillSuite can offer you, claim a free 14-day trial today.
This article was submitted to be published by Willsuite as part of their advertising agreement with Today’s Wills and Probate. The views expressed in this article are those of the submitter and not those of Today’s Wills and Probate.