One of the most primary parameters to measure your company’s success is customer loyalty – how likely your clients are to come back to you for future purchases. According to recent data, 63% of consumers are willing to pay more to shop with the brands to which they are loyal.
One of the many ways to help improve customer loyalty is by responding to online reviews and resolving consumer issues. Listening to your customers, reacting to their concerns expressed in online reviews, and communicating with them contribute to building your loyal customer base.
It is equally important to address any negative feedback posted on review websites and across various channels, forums, and social media, such as Quora, Reddit, BBB, PissedConsumer, or Yelp. Here are some handy tips and insights on how to build customer loyalty and get you on the right track.
Tip #1: Build Strong Customer Relationships
Customers value personalized relationships that reflect your readiness to respect their consumer rights and help them in case of any potential consumer issues. You can achieve it by offering customized elements and fostering positive human interaction.
When an issue arises, remember that a consumer is someone whose feelings are hurt and who needs your support. Imagine yourself in their place – you would not appreciate waiting for several hours only to have the call dropped. Be patient and sympathetic, and show your readiness to make things better.
Tip #2: Resolve Reported Consumer Issues
The happier a customer is from their transaction with your brand, the more likely they will choose you for future purchases. Providing that you offer a great product or service, having positive reviews will help drive more prospects to your business.
Satisfied prospects convert into customers, who, in turn, leave positive reviews. Therefore, providing exceptional customer service is key. However, there are also cases when a customer is unhappy with their experience with your company and leaves negative feedback on a review website.
In this case, it is paramount to step into the issue and try to resolve it as soon (and as efficiently) as possible. Having consumer issues worked out and addressing any negative customer reviews can help regain trust and lower churn (when a customer leaves you).
Tip #3: Make Changes to Your Product/Service Based on Reviews
Listening to what customers have to say about your brand can help you fine-tune your product or service so that it suits your target audience the best. Given that a negative review is a sign that a customer is about to leave you, it becomes apparent that finding your pain points through your reviews is fundamental to your business success as it can help combat churn.
Whether the problem lies in your customer support service, functionality, value for money, or any other issue, identifying it will pinpoint the required changes. That way, your customers can see your product/service as an investment worth making.
While implementing changes based on your customer reviews, ensure you keep them engaged because changes take time. Also, try to create a detailed customer profile and answer questions like:
- How often does a customer use your product/service?
- What role does the reviewer play in their company?
- What does a reviewer use your product/service for?
- What is the industry the reviewer works in?
Try to be as specific as possible so that a large portion of your customers feel like you are solely focused on them, altering your product/service to fit their particular needs the most. You could even include your customers in the product/service changing process by sharing updates on things like the stage you are in with the changes.
Tip #4: Turn Satisfied Customers Into Brand Ambassadors
Customers whose consumer issues were resolved and those who have left a positive review are your most significant “weapons” to bolster buy-in and customer engagement. Turning them into brand ambassadors will make them feel utterly valued and more engaged by you.
Simultaneously, giving them a platform and reason to repost a positive review will help generate leads. You may even use their positive reviews as content for promotional material, social media posts included.
Turning Customer Loyalty Into Stellar Reviews
Here are some steps to get reviews from loyal clients and how to use them:
- Don’t ask – Empower customers to leave a review.
- Reward reviewers (i.e., offer a discount on their next purchase).
- Put reviews on your Home page.
- Follow your customers across social media and review platforms.
- Follow up with your customers.
- Contact both positive and negative reviewers to socialize or respond accordingly.
Effectively resolving consumer issues and engaging with customer reviews are crucial for building positive consumer behavior and customer loyalty. When you address consumer issues promptly and professionally, you demonstrate your commitment to customer satisfaction. Also, applying feedback from online reviews to improve products and services can help increase trust with consumers. Even something as simple as a thank you message will be enough to make your customers feel appreciated, which is essential in building customer loyalty.
