20% of Dutch consumers occasionally write an online review.
75% of consumers read online reviews.
25% of purchases are determined by a review.
It has become even more important for companies to create a good product and offer reliable service. If this does not happen, you will certainly see it in the reviews that are now visible at the top of your Facebook page. An advantage for companies is that since February 2014 it has been possible to respond to these reviews. This way, as a company, you can still find a suitable solution for a negative review. Of course, you can also choose to disable the reviews on Facebook, but then the question follows: do you have something to hide?
Also not entirely unimportant: do not forget to reward those 'super promoters' of your brand. In a previous article I have already gone deeper into the power of this 'super promoter'.
Take the service of the American company Zappos for example . The company attaches great importance to the service it provides. And this goes very far. There is even a 'myth' surrounding the service of Zappos. It seems that the customer service of Zappos is so helpful that you can even go there to order a pizza. Is it true? No idea. The picture has been painted and this story goes around the world. Everyone has a positive image of the service of the company, and that is what Zappos wants to express. The service is therefore the most important marketing expression here. Isn't that what you want to achieve too?
Zappos
Responding quickly and appropriately is important
In a time where complaints (paid or organic) can go viral, it is very important to bahamas mobile phone number list keep a close eye on what consumers are saying about your company. And that now has to be done in real time. Responding a day too late can already result in a complaint being forwarded thousands of times or worse: that you have already been ridiculed millions of times in a YouTube video. 24/7 monitoring is therefore very important together with a quick and adequate response!
Make your employees feel like they are outside the box
Of course, converting a complaint into a loyal customer is the holy grail of every webcare department. But resolving complaints properly is no longer enough. Companies are increasingly responding in creative ways. These responses often go viral. Perfect promotion for your company. So make sure that your webcare employees also think outside the box and deal creatively with webcare.
See it as an opportunity, not a burden!
In the article by Diederik Broekhuizen, a number of useful do's & don'ts for companies on Twitter are discussed. Useful to read through. Webcare is becoming increasingly important and it is therefore advisable to communicate transparently and openly to consumers. Reviews on Facebook, among others, are an important part of this. See this as an opportunity, and not as a burden. Because webcare is an opportunity and not a necessary evil.