“Excellent Customer Service” – the three little words which are guaranteed to make your heart skip a beat and bring a smile to your face.
It doesn’t matter whether you are supplying a product or a service, the satisfaction of knowing you have done a great job in the eyes of your customers is a reward for your efforts; it is confirmation that you have achieved what you set out to do.
The fact is that statistically the customer is likely to tell at least 3 other people what a great job you have done – as well as coming back to you themselves if they need something else in the future.
So how much better would it be if you also posted these three little words on your internet site so that not only the friends and family of the satisfied customer get to know what a great job you have done, but so does everybody else who looks at you on the internet?
The facts are these – nearly 90% of people now look at the internet before they even think about approaching a company for a quote, and over 80% of those will read customer reviews and testimonials as a part of that process.
If your competitors are posting customer reviews and testimonials then you must do so too.
How have customer reviews become such an important part of the buying process?
Simply this, the way people buy has fundamentally changed. The internet has created the opportunity for customers to explore dozens of suppliers of similar products; you are now not only competing on your local high street or in your local area, you are competing world-wide – quite literally. Whereas in the past a customer might buy from a local shop – or an out of town shopping centre if they were feeling adventurous….now they can buy a pair of shoes directly from China if they want to from the comfort of their own home, or even of course a bi-folding door without ever seeing or talking to a human being!
The internet shows them a glossy picture, gives them the product specification, and of course potentially a very competitive price. The company selling the product tells them they are the best supplier in the world – but then they are not going to say anything other right?
This is why customer reviews are so important
Customer reviews from like minded people will tell you whether the product, the supplier, and the service really are what they say they are. They will tell other potential customers whether they should definitely buy, or definitely not buy!
Reviews have become the endorsement and the recommend of the modern era; they are what protect the customer against rogue traders with a fancy website, but most importantly they are what supports the good suppliers and gives confidence to other like-minded individuals looking for assurance that they are choosing the right supplier.
On-line reviews are an integral part of today’s very modern social networking society. They have great value and bring a real validity to what you are saying as a supplier to potential customers.
Ian Miller is Regional Development Director for The Independent Ratings Company
Tel 0161 327 2623