Properly managed, rating portals are a key to success: Many customers today are used to searching the web for the best deals. Reviews from other customers are particularly valuable here and often make the difference in deciding which craftsman or which company gets the job. Anyone who does a good job as a company can benefit from the reviews. Good quality and perfect service get around. This brings new prospects and other customers.
But there is also the flip side of the coin: even a really dissatisfied customer is enough to damage the reputation. Or, that's not so rare, the customer threatens with bad rating to push price. Especially small companies fear the consequences of negative ratings. The problem is not the individual, bad reviews in itself. What is more problematic is that dissatisfied customers feel a greater need to voice their opinions in the form of negative online reviews. For satisfied customers, the world is in order and there is less of an urge to communicate that once again. In the case of negative reviews, there is a constructive solution that has proven itself: Instead of erasing bad reviews, it is much more helpful to face criticism. By commenting on the rating of a dissatisfied customer and addressing the issue objectively, this shows how important the customer is. and customers are kept. Because: A customer wants above all the attention and interest of the service provider.
Customer reviews are the door opener for new customers. In times of the booming online market, customer reviews form a secure point of contact for orientation. The neutral word of another customer creates trust in the prospect. Companies can gain new customers in this way and show that their products and services are reputable and of high quality.
According to a study by Nielsen, 70% of respondents rely on reviews on the internet when shopping. Only the opinion of friends has even more relevance. Newspapers, newsletters and advertising are far less trusted. These results reflect the growing importance of customer ratings. On rating portals, in online stores and even in Google search, company reviews are finding more and more customers. If they are reliable, they represent a real orientation for buyers and potential new customers. Serious customer reviews are more trustworthy than advertising slogans because they are not from the company itself. Customer reviews can therefore be used by companies as a clever marketing tool: Make sure satisfied customers post online reviews. You can actively ask enthusiastic customers for references and ratings. Many and, at best, positive reviews create a good reputation. However, free word of mouth does not fall from the sky, but is always an expression of a strong and lived company philosophy.
For small and medium-sized businesses, we are currently developing an app that simplifies order processing workflows, improves data exchange, and enables real-time communication. Our experience shows that the craft must not miss this opportunity. We are convinced that customer satisfaction begins and ends with successful communication. In addition to a messenger, the evaluation option will also be part of the new development. By the end of September 2018, the app will be available for free download from the Apple App Store and Google Play.
Then the "grab for the stars" is also immediately possible for small and medium-sized companies.