About 10 to 20 years ago, we could hardly imagine how we can purchase goods and products without having personal face-to-face interaction. But as days past and through the advent of technology, the way we do business has come to a new wave.
These days, goods and products can now be purchased online. The online world has provided businesses with opportunity to grow even if costumers are not visiting physical store and customers can also purchase products in just a few clicks in their laptops, smart phones, tablets, etc and products can be delivered right in their door step. The way business is done has totally shifted from a rigorous and exhausting to and fro in physical stores, meeting and convincing customers to effortless and seamless shopping online.
Along with this change in shopping process, customers are also given an opportunity to express their opinion about the business in the public. Online reviews have paved way for customers to give feedback about business and their services and products.
Whether positive or negative feedback, it is important that businesses should not ignore reviews. These reviews can either bring good or bad to one’s business and it is all up to the owners, marketers or entrepreneurs how they will handle online reviews. The most important thing is that they should never ignore customer reviews, here’s why.
It Builds Brand Awareness
In any business, especially for start ups and SME, building brand awareness is very crucial. This is the process of letting consumers know that your business exists. Online review is one of the vital tools in building brand awareness. With online reviews, your clients and customers can help you spread the world about your business.
Online reviews are some sort of free advertising. This is a great avenue for building brand awareness without spending a dime. You have to remember that potential customers will more likely to believe past customers’ opinion than paid advertisements, thus when you see reviews, may it be positive and especially negative; you have to respond to them immediately.
Great Tool For Lead Conversion
Potential customers will more likely to visit online review sites when they are planning to purchase products or services online and it will be an advantage to you if you have more positive reviews than negative ones. Furthermore, with online reviews you will be able to know the people who are willing to recommend your services and products. You can always give them incentives for referring your business to potential customers.
You Can Gain Returning Customers
Online feedback does not only attract new customers but it can also encourage your former clients and customers to get your services once again. Whenever you see positive online reviews, do not just ignore them; always make sure you have expressed your gratitude towards them. This will give a message to costumers that they are valued and you have to be well-aware that this is what most costumers are looking for.
When it comes to negative reviews, although it is tempting to ignore them, this is something we should not do. Negative reviews hurt, that’s a fact; but we should be willing to accept criticisms. Most of the time when we have addressed the issue of negative reviews immediately; costumers with negative feedback can be our most loyal customers.
Competitors Can Take Advantage Of Them
If you won’t respond to negative comments, your competitors will and this is not good for your business. Especially, when you received negative feedback, it is not a good idea to ignore them. Whatever business you have, for sure, you have a lot of competitors and each one of you are keeping a close eye with each other. One mistake is all it takes for them to take advantage. So it is better if you address the problem about your business yourself before other people will.
The online world is a very vast industry and the opinion of other people about your business can represent the business itself, thus, it is very vital that you are aware how to handle online reviews. While we cannot control those who post online reviews and what they post about, we should have an open mind to accept shortcomings and learn how to use these reviews for the benefit of your business. If you are finding a difficult time to handle reviews and other digital marketing stuff, you can always seek help from digital marketing expert who are more than capable of handling these aspects of your business.