We operate now in a world where consumers have smart phones, instant access to the internet and our able to post comments in only a couple of clicks. Their thoughts can be almost instantly shared with their social circle with an update on their Facebook page, a tweet or posting a review online.
Obviously all companies are looking for clients to become advocates who recommend their services. Positive recommendations are a fantastic way to improve your brand image and influence potential clients to use you. However negative reviews and comments can be equally detrimental.
So before seeking reviews, you need to ensure that your products or service meet client’s needs and expectations. So that clients will leave those important positive reviews. You will need to pay particular attention to:-
1) Customer Queries
Always answer these in a timely manner and ensure that they answered as completely as possible.
2) Keep Clients Fully Informed
No one likes to be guessing what is happening for their orders, so confirm receipt of orders. Let them know when parcels are dispatched, for example if you are using an international courier service, let the client know their tracking number and how they can monitor their shipment in transit.
3) Use Great Packaging
Obviously you need any product sold to arrive in great condition. So investing in additional packaging material is always worthwhile, especially if you are sending parcels internationally. For example if your business sends many international parcels to USA, or just occasionally dispatches a parcel to Canada you need your client to have a great first impression when your product arrives.
Once you get good reviews there are several ways you can use them to positively to promote your products, service or brand. Firstly you can display positive feedback next to online information about your product or service. So that a positive comment is no longer just influencing the social circle of the person who wrote it, but now it can influence all potential clients who view the page.
Another suggestion is to submit reviews given to independent online sites, so that they can been seen in the search engine results for anyone looking at your business or products.
You need to take every opportunity to ask clients for reviews, this should be done by asking for reviews in an automated and timely manner after they make a purchase or receive your product or service. Once a review is left you should offer your client the opportunity to share it with their social circle, by displaying icons that will link to their Facebook, twitter and email accounts. If a positive review is shared within a social circle, as the poster is known you have a lot of extra trust and your brand image is instantly improved.
I hope these tips help you build a better and positive social media profile for your business.