A large part of customers’ experience is customer service and how they are treated. Good customer service influences 85% of where people shop and reviews play a large part of this.
Due to the fact people are more willing to spread the word about customer service these days, people are 12x more likely to go by a customer review versus marketing from an organisation. 76% of shoppers say customer service is a true test of value so reviews about customer service are valued more than ever. Indeed, 67% of people are influenced by reviews from other customers. If a business is looking to connect to their customer base and keep customer service the focus of their business, they need to embrace the importance of the reviews.
In order to be successful, a business needs to concentrate on customer service. It plays a huge part in patronage and how often a customer will come back again. A great way to do this is to make review submission easy and to continue improving your customer service based on the online feedback you are getting. By making great reviews visible to customers, you demonstrate your customer focus and use it as a powerful marketing tool.
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