Are you listening?
You can’t please all the people all the time. But with the rise of online ratings sites like Trustpilot and FreeIndex, it’s now more important than ever to be tuned in to your customer feedback, both good and bad.
At the click of a few buttons, your customers can share their experience with every other potential customer. And customers trust other customers more than they trust you. After all, fellow customers are not on the payroll.
That’s why sites like tripadvisor.com are so powerful. As one of the first popular websites to allow people to post comments on their real-life experience of hotels, tripadvisor.com is now part of the general research many people undertake when planning a holiday. And it’s a growing trend.
Trustpilot, a self-styled consumer watchdog portal, now contains some 4 million reviews. FreeIndex now has 1.5 million users each month. Even visitors to yell.com are invited to review the businesses which are listed. At every turn, consumers can look beneath the surface of the marketing blurb, and find out exactly what their fellow consumers think.
And while this lack of control might send shivers down your spine, there’s nothing to do but embrace it. But how?
Ratings sites can help you improve your product or service. If feedback is neutral or negative it forces you to get your house in order – to deliver a great customer experience, every time. Reduce the likelihood of negative comments by being proactive in listening to your customers and responding to their needs directly. Look at the comments posted about your competitors and think about how you can do things differently.
Ratings sites can help you win new customers. They not only help your potential customers find you in the first place, but they also help people make informed decisions. So if you’ve got happy customers, encourage them to post their comments and tell other potential customers why they should choose you.
So, whether you love it or loathe it, one thing is certain: there’s no hiding place for anyone who wants to grow by recommendation… and who doesn’t want that?