Put yourself in your customers’ shoes
Most customers will only take the time to leave you a review if you have met and exceeded their expectations. When they leave a positive review, they are indicating that they trust your business to deliver the same level of service to future customers. Here is a quick guide on how to pair excellent customer experience with your Broadly service to maximize the quality of your online reviews.
Create an Excellent Customer Experience
It has been shown that an excellent customer experience is the leading reason customers trust companies. We’ve found that responsiveness, professionalism, transparency, and a willingness to solve issues quickly are essential to creating an excellent customer experience. Here is how you can start focusing on your customer experience:
Understand your customers’ needs: Ask yourself: What challenges does my business solve for my customers? What matters to my customers? What worries them? What stresses them out? How can we help?
Prioritize the customer relationship: A personal touch goes a long way, so it’s important to train your team to build a relationship with each customer. When customers feel valued, they’re more likely to recommend your business, both online and within their community.
Provide responsive support: Willingness to respond quickly to customer feedback will reinforce their trust, strengthen your relationship, and inspire them to advocate for your business through reviews.
Ask for Reviews Effectively
Broadly is designed to minimize the effort required to leave a review. The Broadly technology will guide customers to the online pages that matter and will also follow up a few days later with a reminder since, let’s face it, we can all be a little forgetful sometimes. Increase your reviews by pairing your Broadly service with these best practices:
Verbally ask for a review: Customers are 7 to 8 times more likely to leave you a review when verbally asked for a review upon completion of service. For maximum effect, help your customers understand how their reviews can have a positive impact on your business. Here are some recommendations:
“Would you be open to leaving me an Online Review? It helps other customers like you find our business."
"You will receive a text from me later today that will have a link that will take you to Google to leave a review for me. I'd appreciate it if you could share your experience with us."
Incentivize your team: It’s hard to form a new habit, but a little motivation goes a long way! While many online review platforms prohibit incentivizing customers for reviews, highly-reviewed businesses have had success incentivizing their employees. A small bonus and bragging rights can help motivate your team to embrace asking for reviews verbally.
Request a review as soon as possible: It’s important to request a review when your customers are most appreciative, usually right after their service. Customers are forgetful and the motivation to leave a review decreases with every passing day. Make sure Broadly is sending out review requests when your excellent service is still top of mind.
If you have any questions on how to integrate these best practices with your business please reach out to your Broadly Success Manager or support@broadly.com.