subject: Why Consumer Reviews Are So Important [print this page] Imagine this scenarioImagine this scenario. You forgot that you just poured hot water into your cup and then grab it by the body. Your hands touch the hot surface and then you quickly put the cup back down. In a slow motion analysis, what really happens is that the nerves in your hand send a signal to your brain, the brain processes the signal (The cup is hot!) and then the brain tells your hand muscles to put it back down.
Generally, that is how a feedback system works. In a business, what customers say when they talk about a certain product or service is a feedback. But then, why should a business even care what a customer thinks when it has already delivered the goods? Will there be detrimental effects if a business owner ignores his client's opinions?
Customer Feedback Creates Lasting Relationships
Today's customers are well-informed, picky and digitally empowered - processing and churning out information in an instant. When a customer finds something he likes, it's possible that he'd tell his friends about it through some social media network. These positive reviews increment a company's credibility and encourage potential buyers to find out more about your company. On your website, these comments, apart from being compliments, could serve as fresh content. Remember that consumers are much more likely to buy a product if someone else is vouching for it - honest recommendations are crucial in enabling your business to lure in new customers. More importantly, the loyalty of a satisfied customer is an important asset in your business.
Customer Feedback Gives Businesses Direction
On the other hand, what could you do about negative reviews and complaints? Is there a way to mitigate them?
Just as our mind gives us feedback on what is going on in our environment and tells us what to do next, customer feedback can give a business some guidance towards its next move. Foremost, it should be considered an opportunity to fix or to improve customer relations. Why? This is because buyers tend to express dissatisfaction more forcefully and with greater conviction to really get what they paid for. They will probably rant about it on their blogs, on their status messages or to their friends. As such, negative feedback should never be taken lightly because it sets the stage for discussion and helps point the cracks in the business. Seeing problem areas allows you, the business owner, to fix them.
Conversely, you need to understand that the purpose of acquiring customer feedback is completed only when a customer sees that you are working on their concerns. Since a lot of companies these days provide similar products and services, gearing focus on the customer experience is essential.
Conclusion
In the end, feedback to a business is like conscience to a person - it serves as a moral compass, an eye-opener. Its goal is to open the lines of communication between you and your clients; eventually creating an opportunity to improve your services or products. If taken with the right approach, consumer reviews could be beneficial to your business.
