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How to Boost Positive Customer Feedback

Thursday, August 02, 2012   By Mike Reddy

 



There are many ways to encourage customer feedback. Surprisingly, both positive and negative reviews can be beneficial to your business.

A recent study conducted by Econsultancy, found that 68% of consumers trust reviews more when they see both good and bad scores. This study also revealed that bad reviews still produced a 67% conversion rate if there were also good reviews.

The key here is to provide positive solutions to the negative feedback and create customers who are happy with their end result.

Consumers appreciate any business that listens to customer complaints and makes a sincere effort to resolve them. Handling negative reviews in this way will actually improve your business' credibility rather than damage it.
 
When it comes to improving positive feedback there are a few simple strategies that you can employ.

  1. Find ways to encourage feedback. Customers can get frustrated when looking for an outlet to provide a review or feedback. Create simple systems such as toll-free hotlines, suggestion boxes (virtual and physical), surveys, etc.
  2. Ask for feedback. Include a request in your standard communications, on your website, at your reception desk- any place you can, ask for it.
  3. Set up a simple procedure that rewards feedback. Offer a discount coupon, private promotion or free gift for every client that provides feedback - both positive and negative.
  4. Monitor social media and online consumer review forums for feedback. Contact these customers and rectify complaints or thank them for positive comments.

Mike Reddy is a Chartered Accountant, business coach and advisor helping businesses in Sydney, Melbourne, Brisbane and Gold Coast to easily increase their profits and cash flow. He is currently President of the North Sydney Chamber of Commerce, a Regional Councillor for Sydney North East and a member of the Institute of Chartered Accountants Sydney leadership team. As well as advising businesses, Mike presents business development seminars and webinars and is regularly contacted by the media to comment on small business matters. You can connect with him on Facebook, Twitter and Google+.