customer reviews | Advertising Is Simple Delaware

In today’s increasingly over-crowded online marketplace, the key to cultivating customer loyalty is to consistently follow an effective digital marketing plan – something most companies still fail to do.

Customer satisfaction should be front and center for every business. However, for a small business, it is crucial. Making customer service a top priority can make you more competitive against your larger counterpart. Let’s be honest, a company’s top asset is its customers. Happy and loyal customers not only support a business by continuing to do business with you, but also by referring you to friends and family.

As a business owner, thinking of ways to rise above the competition should revolve around giving customers something they can’t get elsewhere. Want to learn more? Below are some actionable steps you can take now to ensure you’re cultivating customer loyalty in your business.

Cultivating Customer Loyalty

Asking for Customer Feedback

If you do this on a consistent basis, it will give you the power to improve the customer’s experience moving forward. A simple online form or social media poll is a great strategy for learning where you need to tweak your sales protocols and practices.

The beauty of a small business is that you have a greater chance of making your customer service more personal and targeted. Customers can be very sensitive to whether you are genuine and sincere. Using their names and finding ways to compliment them will help to develop a trusting and loyal following.

Identify and Anticipate Customer Needs

Proactively listening to your customers and making an effort to get to know them as much as possible will help you fine-tune special deals geared towards their purchasing history.

Be sure to assure them that you are aware of and ready to fix any problems that they may encounter. An apology can go a long way when something goes wrong. Make it easy for them to complain and impress them with your willingness to listen and diffuse the situation.

Use Social Media as a Platform to Humanize Your Business

Keep your customer aware of any new products, special sales or events. Do your best to engage with them and be prompt in responding to any comments (negative or positive) that they post regarding your business.

Encourage Customers to Write Online Reviews

Whether it’s on social media or online directories, you can capture reviews from your customers by making an easy-to-follow instruction pamphlet. The search engines love ranking those businesses who have a larger social footprint. Video testimonials is another valuable asset small business can use to illustrate how satisfied their customers are with their service and/or product.

Above all, say THANK YOU! Saying thank you after every transaction is one of the easiest ways to build a loyal following. Showing your customers that you appreciate their business makes them feel empowered and more likely to return!

Advertising Is Simple helps small to mid-sized business owners who are too busy running their businesses to focus on their marketing and advertising efforts. We specialize in Internet, TV, and radio advertising, and are particularly vested in Search Engine Optimization, website design, mobile website design, pay-per-click campaigns, and original content management in order to help our clientele claim their share of the marketplace.

AdvertisingIsSimple.com | 302.407.0431| info@AdvertisingIsSimple.com

Every brand comes across a disgruntled customer at some point. When that customer posts a negative feedback on one or more of your social media pages, it’s up to you to turn it into a positive. The important thing to remember is that people who post complaints on social media just want to be heard. AND many times the way a company responds can make all the difference!

It is imperative that you take the time to read over their post and try to figure out a way to make the situation better. Most of the time, customers write a negative review in the heat of the moment. After they post and have some time, their anger will subside a bit.

It doesn’t matter if you agree with them that your company did something wrong, you are in the public arena and saying “I’m sorry” you feel that way about your experience goes a long way. Acknowledging their pain and making it clear that you’d like to fix the situation not only shows this particular customer that you care, but it shows everyone monitoring the post that you care. Did you know that 33% of negative reviews turn positive when you respond?

Once you’ve acknowledged your unhappy customer, try to take the conversation private by encouraging them to email you the details. Often a little humility or humor can diffuse the situation.

For example, check out how Australian grocer “Woolworth’s turns negative social media feedback into positive PR”. An unhappy customer, Ryan Goodall, used Facebook as a sounding board when he was upset about getting overripe avocados from a local Woolworths. He posted a picture along witty tirade about how disappointed he was that the avocados did not live up to the Woolworth’s ‘the fresh food people idea’.

Within 20 minutes, the social media team of Woolworths responded, “Ryan!-the disappointment is more than we can bare! Private Message us your number and we will hook a brother up.” This humorous and sincere response triggered a huge amount of kudos from social media users. The original post received 35,000 likes and over 2,500 shares.

By listening and acting proactively, Woolworths was able to get more positive traction for its brand. The moral of this story is that your brand should be consistently monitoring its social channels and promptly respond to any negative feedback in the most positive appropriate manner possible in order to flip a negative situation into a positive one.

Want Our Latest Ebook?

Please Fill Out this form and Download Today!

Call 302-407-0431

Want to Grow Your Business?

Newsletter Signup