With the ongoing evolution of Facebook, Google and the hundreds (or thousands) of on-line directories and advertising platforms, the modern consumer has the ability to provide reviews, recommendations, and feedback to business at the click of a mouse.
Whilst some say it’s too easy fire off a review, be it good, terrific or ugly, it’s also fair to say the comments will be raw, current and reflective of the customers feelings about the business, the level of engagement and of course the products and services.
….and that’s a good thing!
It’s also important to remember that giving reviews, recommendations and feedback is not new. Back in the day we called it ‘word of mouth’, a term that still survives in the 21st century! Consumers have always shared their experiences with their immediate circle, and that circle will share it with theirs and so on……
Back in the day it was challenging to spread the good feedback to prospective customers, whilst at the same time it was easier to contain negative comment, genuine or exaggerated.
Today, good feedback through on-line reviews and recommendations can spread to hundreds within hours and be available for hundreds of thousands or more to view through searches. Conversely, the genuine or exaggerated negative comment can also spread rapidly, and that’s what understandably worries business owners.
The modern consumer is quite savvy. Yes, they are attracted to a business with more reviews than its competitor, and yes, they will read the negative comments, but they are smart enough to look at things in balance. Having more positive reviews and recommendations will encourage them to engage with a business, and if that’s backed up by prompt and friendly service, quality products and fair pricing, then the impact of negative comment can melt away.
How do you respond to negative feedback? Well that’s a conversation for another day.
Keep on the front foot. Keep delivering good products and services. Back it up with exceptional customer service and competitive pricing, and you will be on a winner!
It's food for thought!
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Present Professionally serves business customers in Toowoomba, Brisbane, and the Gold Coast Regions with cost effective and quality business consultancy and marketing services. Resume and career services are available across Australia. You can follow Anthony on LINKEDIN or view details at www.presentprofessionally.com.au and LIKE us on Facebook @ www.facebook.com/PresentProfessionallyAustralia/
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