best customer reviews
best customer reviews
Freedom of speech gives you the right to express yourself, but there’s a line between appropriate and inappropriate. At the extreme end, the law prohibits defamatory statements. This includes accusatory statements that are untrue or not yet proven to be true.
Check that you’re posting your review in the right place. If a company has claimed their profile on Trustpilot, there’s often information about that business on the right-hand side of the profile page that can help you check whether this is the business you’re intending to review.
It’s incredibly rare that anyone would pick up the phone and call you up with feedback. Instead, your customers take to social media to talk about you. That’s why it’s essential to harness your most public-facing customer service touchpoint and join in on the conversation.
Which review is likely to influence someone with an intense pizza craving? A five-star rating and “good pizza” is not bad, but it doesn’t have the same impact. A review doesn’t have to be the length of War and Peace, but an honest, detailed, and specific recollection goes a long way to building credibility.
Businesses, this is (one of the ways) where you come in. Customers expect you to respond to their reviews. In fact, 30% of consumers identify that a business’ response to reviews is key when judging local businesses. In fact, 89% of consumers read a company’s response to reviews, and 7 in 10 have said that a business’ response to a review has changed their opinion about that business.
The content and frequency of online reviews are likely going to vary by industry and review site, but good reviews—the glowing ones you want doing the advertising legwork on behalf of your business—have a few key characteristics in common.
Social media has changed the way we express ourselves. When we’re not Instagramming our lunch or asking for likes, we’re taking to social media to voice our dreams, fears and occasionally, frustrations with our favorite brands.
Zapier goes one step further with their testimonials. Rather than feature their testimonials on a relevant page, they include them on related posts, namely, in the form of slide-ins:
Sometimes, just one negative touch point can ruin an experience.
Not only will these exceptional cases protect your customers from a disappointing encounter with your company, but it will help your employees save face and avoid the dreaded, “That’s our policy” company line.