Is your business benefiting from word of mouth? Are you
capturing as many testimonials as you could possible get your hands on? People work
with people they like and trust! If they have not worked with you in the past,
they might need a little re-assurance that you will not disappoint them, and
better yet give them the best service that they deserve. This is especially
true when people are buying from you online and have not had the opportunity to
meet you in person.
Are you using your testimonials on the web? Here are 5 Great
Ways how you ought to use customer feedback!
1. Gain trust!
People who do not know you might not trust you instinctively. This is why you need to start engaging in conversation, educating and entertaining them (in your area of expertise) by acquiring their attention and keeping it using solid content. This will start creating a two-way relationship which is the foundation stone of business to come.
2. Re-use gained trust!
Publish
comments and feedback that people give you as testimonials, awards or any other
symbol of trust and merit. Share them on your website, facebook, twitter, and
any other social media site that you find most useful for your business.
Social proof and trust indicators (such as payment safety badges on your online
shop) are very powerful tools in acquiring people's trust by putting their mind
at rest that they are doing business with professional, trust-worthy people.
3. Never ever use fake reviews
Fake reviews will be the death of your brand! If people notice that you had to lie to get a good feedback they will definitely not trust you and you might never get a second chance! If you are a start up and need feedback, give your product to a select few so that they can sample it. Then ask for their honest feedback! If you are not happy with what they tell you make the necessary changes until they will start talking about your product! But, Never use fake testimonials!
4. Use names and pictures
Better yet, ask for permission from testimonial givers to publish it. If they were happy to tell you in an email, tell a friend or straight to your face, most probably they would be happy to sign their note as well. Use customer testimonials with names and their picture wherever you can! This would add to your credibility!
5. Respond to negative feedback
Occasionally we all get those clients who no matter how careful we are with them, they still end up complaining for one reason or another. Answer their complaints and do not delete negative feedback! Some feedback might bother some and not others. And even if you have a fault which you can do nothing about, it is wiser to let them know in advance than disappoint them and get more bad reviews!
The above will most definitely help you in your business
success – definitely in your web success. They did help me personally several
times. It might be easier for us in Malta since our country is especially
small; as it happens that my prospective clients and the people in my testimonial section
and portfolio often know each other.
Have you had similar experiences? Let us about them! We would also love to know if you have other tips on using customers’ feedback!
Have you had similar experiences? Let us about them! We would also love to know if you have other tips on using customers’ feedback!
