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Tag: online reputation management

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What Are the Best Ways to Get Customer Feedback?

What Are the Best Ways to Get Customer Feedback?

One thing any successful business knows is that customer feedback is everything. Are you wondering about the best ways to get customer feedback? Read about the best ways to receive customer feedback here!

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It’s no secret that gathering customer feedback can help you improve your business offerings. According to 73% of consumers, the customer experience is crucial for earning their business. When you can supply a product and customer service offering that solves their issues and delivers better results, it only makes sense that buyers will give you a chance.

The trouble is that customer issues change, and so do the solutions they need. You can learn how consumers feel about your products/services through the input. If you stop paying attention to the customer’s voice and fall out of touch with the buying experience, you’ll see the outcome in your KPIs (Key Performance Indicators). There’s a 91 percent chance unhappy customers won’t do business with you again.

To sustain your brand image and adapt to customer demands, you need to follow customer feedback. Sometimes you have to solicit feedback, and other times you can find it in the right places. Some may be reluctant to leave reviews or fill out surveys if they find them inconvenient. The questions you’re asking might not make the customers feel comfortable. You should be asking your audience the right questions at an appropriate time to get more responses.

We’ll show you the best ways to get customer feedback so you can start pushing your customer satisfaction scores up a notch.

Run Usability Tests

Usability tests require more prior planning to give you valuable data. They help you discover challenges that customers are unaware of. And they provide insights to improve customers’ experiences.

Your business can count on usability tests to polish new features or design details. For instance, if you are planning to improve a product, you can ask for feedback from customers. Use the suggestions given to adjust the product to your customers’ standards.

User testing may work for your business in niches like IT, health, education, or entertainment. If you offer a subscription-based product, you may provide customers with a free trial period. Ask them to record their experience while using the service or product.

Surveys and Feedback Forms

Customer surveys are the most efficient way to answer your most pressing questions. You can use short 1-3 question surveys to gain customer perspectives and improve in several areas, including:

  • Product features, pricing, or marketing
  • Website or app usability
  • Customer service
  • Content strategy
  • Net promoter and customer satisfaction scores

With all the marketing automation tools and online resources at your disposal, there’s no limit to the number of places you can get your questions in front of the right audience.

Personalized Emails

Use email to gather opinions from customers once they use a service, buy a product or attend an event. The feedback request email helps build customer loyalty for a long time and drives sales. You can also use it when gathering valuable insights that will help you improve a service or product.

Send the email within 3 to 5 days after confirming a customer’s order. You may inquire about how they chose to buy the product/service from your site. The email can help you discover how the customers found your business and their feedback on the product/service.

If you’ve been in the game for a while, you’re using some kind of customer relationship management system (CRM) or email workflow service like Constant Contact. These tools allow you to automate tasks like sending out emails and surveys in a targeted way. Here are a couple of ways you can do this:

  • Send surveys to select contact lists to get specific types of feedback
  • Personalize the emails before sending them to attract sincere responses
  • You should also include a clear call-to-action and inform the recipient about the purpose of the feedback
  • A catchy subject line will help compel the recipient to open the email
  • Automate email surveys to go to customers that performed an action or bought on your website

CRMs are getting more robust, and email integration is standard nowadays. You can link a survey from a service like Google Forms or SurveyMonkey to your CRM contacts and create new workflows, making the communications personalized for the customer.

For example, you can set a process where the customer receives a survey when they do something on the website. Depending on what they do with the survey (complete it or ignore it), you can send either a customized thank you or a reminder email.

Customer Feedback Surveys

Short questionnaires on your website or mobile app give visitors feedback options. Like email surveys, you can target specific website visitors who land on certain pages, exit the website, or trigger other events. Users can provide immediate feedback on their experience and any issues as they encounter them. They’ll help you gauge how your brand performs with customers. Use them to identify customers’ unmet needs and customize your services to meet these needs.

Send surveys as either long-form or one-question surveys depending on your goals. Customers are very picky when responding to surveys. You should thus ask questions that can help you meet a particular goal.

The surveys should feature thoughtful, open-ended questions to attract responses. You should also add consistent rating scales for clients to rate your brand or offerings. Exclude leading or loaded questions in the surveys since they limit customers’ responses.

Feedback Tool on Your Website

A website feedback tool makes it easier to gather customers’ opinions on your site. The tool allows your site visitors to submit feedback with pictures or annotations. The user answers two questions, one asking them to rate their experience and a short field for suggestions on how to improve your website. Insights gathered from it can help you improve the user experience on your website.

Add the feedback tool on your order confirmation pages to understand customers’ shopping experiences. You’ll get visitors’ opinions on the navigation features, product selection, and checkout process. Ask them to suggest improvements to the website too.

Install a popup enclosed in a text box to appear when someone abandons a cart on your site. Ask the customer why they decided not to finish the purchase. You can also add a multiple-choice list for them to share their reasons.

Incentivize Your Following

Incentives are a chance to explore creative ways to collect feedback and give yourself a slight business bump. Wherever you distribute your customer surveys, you can offer a gift or exclusive deal in exchange for responses. Some possible offers include:

  • E-books
  • Whitepapers
  • Coupons
  • Event access
  • Video tutorials

Your incentives don’t need to be something of financial value. But even if you do offer exclusive discounts, you can still keep margin in the offer and almost guarantee another sale when the customer takes the time to fill out the survey.

Stay on Top of Online Reviews

Reviews on Google, Yelp, or Facebook give you excellent customer feedback, a real-life look into the service experience. Even though you might want all 5-star reviews, you tend to get some of the most detailed feedback in negative criticism.

Negative reviews aren’t always bad. Consumers are more likely to trust and shop with someone with a few bad ratings than a business with a flawless record. More importantly, you get an opportunity to follow up with dissatisfied customers and change their attitudes.

It takes work, but your attentiveness will positively impact your business. Roughly 95% of shoppers check reviews before making a buying decision. They take a favorable view of a business owner who tries to correct mistakes and improve customer satisfaction.

Follow Social Media

Social media is a center for customer outreach and a place to keep your finger on the pulse of your customer base. Encourage customers to leave feedback on the comment section of your social media posts. Take advantage of mentions, direct comments, and messaging on social networks for feedback. Most social networking sites even have built-in polling tools that you can leverage. It’s quick and simple enough to post an Instagram poll or Facebook quiz, and you can add some personality and contest incentives to keep your audience engaged. Run social media contests to drive engagement on your posts. Every time customers engage with the contest, they will likely leave valuable feedback.

Customer feedback comes in many forms on social media, and they’re all relatively easy to monitor. You can track mentions to see what users are saying about your goods and services, or you can see what kind of comments and reactions you’re getting on your posts.

Opening up dialogues with customers on social media can give you detailed insights into what they care about and how you can make the experience better. Being quick to respond to comments and reviews in an informal setting is a humanizing way to manage your brand’s reputation.

Use the Stories feature on social networks like Instagram and Facebook to collect feedback. You may run a poll or pose questions within this feature. Social monitoring tools can also help you identify conversations around your brand and offerings.

Social media also gives you a window into your content strategy.

Hopefully, you’re using your social media pages to promote new content. You can gain valuable information on what customers like and dislike based on their engagement with your posts. If a post is getting a lot of shares, comments, or likes, it’s a good indication that your customer wants to see more on a topic or a particular type of content.

Conduct Exploratory Customer Interviews

Customer interviews can help you capture qualitative stories that make the feedback reliable. They’ll help you learn about personal experiences with your brand or offerings. As a result, you’ll understand the motivations behind customers’ decisions.

Conduct customer interviews to improve the reputation of your business. Begin them with an open-ended dialogue to give the respondents a chance to explain themselves in detail. Get into more specific details as the interview progresses and listen actively.

You can conduct the interviews via video conferencing apps or SMS, no matter where you are. Either way, inform the customer about your intentions before beginning the interview.

Distribute Comment Cards

You can gather feedback the old-fashioned way using comment cards. Though this method has many hidden costs, it’s cost-effective for a brick-and-mortar business. Comment cards give a more immediate sense of how a company meets customers’ expectations.

Ask customers to rate their experiences with your products/services on the card. You can also invite any complaints or compliments people have toward your business.

Remind the respondents that you appreciate their honesty and loyalty. Remember to ask (not demand) the customer details and add open-ended questions.

Start Earning Better Customer Feedback

There is a diverse array of customer feedback options that business owners can implement today to learn more about their customer’s needs, desires, and pain points. Use these tips to gather customer feedback, which will inform your product/service improvements. When done correctly, these methods can help you increase the integrity of your offerings. Use them to identify unhappy customers, measure customer loyalty and reduce losses. Start monitoring the customer’s voice and asking questions, and you won’t have to guess how to improve your service.

Count on Four Winds Agency for your promotional and marketing needs in Sandy Springs Georgia, Dunwoody Georgia, Marietta Georgia, and Buckhead Georgia. Our goal is to use innovation to boost clients’ online reputation and success. Set up a consultation to learn how we’ll help accelerate your business growth.

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Reputation Management

Reputation Management

If you’re looking for advice on the best reputation management for your brand and business, check out this blog for great tips.

If you’re developing and growing a brand for your small business, then you need to think long and hard about reputation management.

No matter what you do, what industry you’re in, or who you are, your reputation is important. How the general public views you and your company is going to have a huge impact on how well you’ll be able to develop and grow your business. Public perception will always dictate who your customers are and how many of them you’ll have.

Reputation management is a broad concept, but at the heart of it is an overall concern for how you look to those people outside of your company or brand. With a positive reputation, you’ll increase loyalty and position yourself as an authority in your niche, which is absolutely crucial in 2021.

In this post, we’re going to give you some reputation management advice so that you can appeal to more people and grow your brand the right way. In the digital age, your reputation can sink or swim depending on how you manage your online presence, so keep reading and you’ll find out what you need to do.

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Build Trust With Content

Content marketing is one of the most important aspects of running an online brand these days. If you can manage to create great content, you’ll boost your SEO and create a lot of brand awareness, which is huge for getting more eyes on your website and thus, your products and services.

The other thing that content marketing is great for is building trust in your given niche. Once you’ve got this trust from your readers, viewers, followers, etc., your reputation is naturally going to get a boost. The more content you can create for those that trust you, the more you’ll perpetuate this trust and keep your reputation afloat.

You should be blogging and vlogging on a regular basis so that you can build a reader and viewership whom you can educate on what you sell. From there, you can let your products/services do the talking. It’s easily one of the most important components of inbound marketing and reputation management.

Use Socials to Give a Peek Behind the Scenes

Content creation is an important part of social media as well, especially when it comes to building a relationship with your followers. Platforms like Instagram, Facebook, Twitter, and Linkedin are amazing for giving your followers a behind-the-scenes look at what it is that you do. Consumers love getting to know the people behind their favorite brands and businesses, so use this as an opportunity to let your personality shine.

If you can cultivate a reputation as someone who’s entertaining, be it friendly or funny, then people are going to keep coming back to your socials and eventually to your site. Using social media and other forms of content marketing in conjunction can develop your reputation like nothing else.

Improve Customer Satisfaction, Improve Reputation

For small businesses, content can help you build a reputation, but it won’t necessarily help you keep it. You have to maintain and increase customer satisfaction all the time in order to keep your reputation alive and well. At the end of the day, this comes from delivering quality products and/or services to the people that you’ve drawn in through content marketing.

This is ongoing work that you can’t ever let the ball drop on. You should always be doing your best to make your customers happy, whether it’s through improving the quality of the materials in your products, speeding up delivery times, or making your website faster.

Don’t be afraid to ask your customers what it is that they want to see you do better. Just knowing that you’re listening to them and that you care will help to increase your reputation.

Get Personal With Customers

Part of building a rapport with your customers will be getting personal with them, not just through content on social media, but by responding to comments on social media and review sites. In all honesty, the way you respond to criticism is more important than how you respond to praise, so you need to learn how to listen to what people say without getting offended.

When we talk about “reputation management”, this is what we mean. Thoughtful responses to negative criticism will always elicit the best reaction from your customers. It’s important to treat your customers with the utmost respect when responding to them, which in turn, will boost your reputation.

Create a Positive Workplace Culture

Your reputation doesn’t only come from outside of your office, it’s just as important to uphold a good reputation with your employees as with your customers. No one gets a more intimate view of how a business runs than those that work there, and no one can hurt your reputation more than an employee that has something negative to say about your workplace culture.

Building a great workplace culture isn’t easy, but it’s something you need to do these days in order to attract the best workers and keep your reputation, as a quality business or brand, established. Start by treating your employees with respect and listening to what they have to say about how the business should be run. At the end of the day, if you’re truly operating as a team, working towards a common goal, then your workplace will reflect that.

Ask for Ratings and Reviews

We touched on SEO earlier, but one of the most important things that affect SEO and reputation simultaneously is your rating on listings sites. Google, Yelp, and other local listings sites are where people look first before deciding to contact a business, so you need to make sure that you’re asking for ratings and reviews from happy customers.

This will directly affect your standing on Google results pages when people search for a business like yours. It’ll also represent what your previous customers think about you. Generally speaking, if you’ve got a good reputation, it should be reflected through these ratings and reviews.

Get Help With Your Reputation Management

Now that you know how reputation management can help you and how to go about achieving it, it might be time to get some help. If you’ve never thought about what your reputation means to the success of your business, then hiring a digital marketing agency can help you see the light. Four Winds Agency offers help with web development, SEO, and review management, as well as various inbound marketing services, including reputation management.

Visit our site today to learn more about what we do and, when you’re ready, contact us to find out how Four Winds can help your business get the reputation it deserves.

Online Reputation Management for Small Businesses

5 Tips on Online Reputation Management for Small Businesses

Online Reputation Management for Small Businesses

The digital world can help improve your company’s brand if you know how to use its tools. Here are tips on online reputation management for small businesses.

More than 80% of people on the internet value online reviews as much as personal recommendations. Put another way, a majority of your potential and existing customers will check out what the internet is saying about you before they even consider buying from you.

Since your online reputation is so linked to your top line, investing in online reputation management (ORM) is essentially investing in the future of your small business.

Here’s a brief look at five essential ORM tips you need to develop a stellar reputation that positively influences customers.

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What’s Online Reputation Management?

Reputation management online is where you use strategies to shape your firm’s public perception on the internet. The goal is not to create a false perception (as that won’t last), but to take intentional measures to positively impact how others see your business.

Effective Tips to Help Manage Your Firm’s Reputation Online

ORM can be both proactive and reactive, but the best approach entails combining the two. Here are some tangible tips you can use to manage your small business’ online reputation.

1. Take Stock of Where You Are

Whether it’s your first time dealing with ORM or not, you can’t create an effective approach without knowing the existing sentiment out there. You need to run a search on your business on all search engines and peruse the results. Don’t only stick to the first page or two – check out at least the first five search engine result pages (SERPs) related to your business.

As you go through the results, take note of any links. You will have to assess the links and classify them into positive, negative, and neutral. Once you understand the existing landscape of your online reputation, you can then create effective and relevant ORM strategies.

2. Claim Your Online Space

Every profile and account you don’t own under your firm’s name is one less tool to use in countering negative results. For any profit-minded business, that’s not being proactive.

Begin by setting up accounts and profiles for your business across major online platforms and portals. If your firm doesn’t have a website yet, now is the time to invest in one. Even if you are not thinking of using these profiles and accounts immediately, you still need to control them.

Not only does that make your firm’s name unavailable for use by others, but it also preempts those who would sign up in your business’ name to spread misinformation.

3. Don’t Ignore Negative Reviews and Comments

Ignoring negative sentiment about your business on the internet can seem like a good idea. It isn’t. You should never forget that the internet is a public square. What one person says will be heard by many others.

Negative customer feedback on social media is now prevalent, and how you respond will speak volumes about your business. Ensure you take the time to respond to and engage with customers who gripe about your firm on social media.

Another source of negative sentiment for your brand is what’s popularly known as online reputation bombs. Unlike social media criticism, these bombs are powerful because they can surface on search engine results. Online reputation bombs can include negative reviews, media coverage, or even hate sites.

Assess negative blog comments or reviews that are clearly aimed at destroying your business to determine if you should remove them. You can also hire online investigators to track down hate site creators and help you shut them down as these cause long-term harm to your reputation.

4. Shield Key Personnel

There are certain types of businesses that are more closely tied to their workers than others. Often, a lot of these businesses tend to lie in the service side of things where clients ask others who they go to, rather than where they go.

With such businesses, ORM needs to take a step further and move beyond the business’ reputation to that of essential personnel as well. The job gets tougher if these critical employees, founders, or executives are distinctive.

Ensure you open and manage online profiles and accounts for crucial staff members and other stakeholders to preempt any slander attempts. The more you control the online reputations of such staff members and stakeholders, the firmer your grasp on the narrative becomes.

5. Focus on the Blog

Whether your business is big or small, you need to run a blog as it has a significant potential impact on your search engine optimization (SEO). When search engines deem your blog authoritative and valuable, it will rank higher in SERPs.

While the content can directly help meet the needs of leads and existing customers, this higher ranking also has a reputational upside. In your customers’ eyes, the higher your ranking on SERPs, the more legitimate you are.

The kind of blog that can lift your online reputation isn’t a one-and-done kind of deal. It’s one you continually keep updating content-wise and also from an SEO perspective.

A well-optimized and regularly updated blog also has the twin effect of providing content for your social media. As you directly share what’s on your blog across social media, it generates more clicks, which grows your visibility, lifting your ranking and reputation.

It’s Never Too Early to Invest in Your Online Reputation

Many small business owners fall into the trap of thinking online reputation management is for the big boys. However, the less you invest in ORM, the more you place your companys’ fate into the hands of others. Take the time to understand what ORM approaches are most aligned to your firm’s goals and will inspire trust in your business.

The Four Winds Agency is a website service and branding company passionate about empowering businesses with effective marketing and branding. Talk to us to learn more about how we can help you.