When a potential customer seeks to learn about a product or a service, 82% (according to recent research) will look at online reviews. Because reviews are so important for customers, the rating of that review is also so important for the business. Having a lower rating will dramatically lower the chance of a business being a potential place for a customer to do business. Because reviews are so important, we are seeing a rise in “fake reviews”. The race is on between those platforms that show reviews versus those who use fake reviews as a strategy.
We as individuals want certainty over uncertainty. When a person looks for reviews of a product, service, or at a business, they want confidence in their decision and a reduction of uncertainty. As fake reviews become more common, this confidence will begin to wane and potential customers will become more skeptical of the reviews they see. Being open and authentic in times like the present provides great value and trust between a business and their customers. Strong loyalty comes from businesses and brands that can bring that trust.
A Smiley Answer to help you
SmileyAnswers works with organizations using the HappyOrNot® Reporting Solution to capture real-time feedback from customers, patients, and employees. By using various Smileys, organizations can listen in real time to what people are saying. Then, with a real-time dashboard, organizations can learn when, where, and why people are positive or negative about their experience. Finding pain points in this quick way helps businesses turn negative experiences into positive ones. Success improves as the organization is able to listen and learn what people are feeling in real-time. These successes can then be shared with both customers and employees.
This last part is where SmileyAnswers can help your organization build confidence in the process. By sharing results directly from the customer, your organization can show potential customers how other current customers feel about their experience. This communication from customers directly to other customers improves confidence in how a person feels about the goods and services that are being offered. It also serves as inspiration for both the employees and organization to be constantly mindful of the customer experience.
The HappyOrNot® system allows various ways to share customer feedback with both potential customers and to the employees. Below are a few ways to share this information:
- Live feedback can be shown with an in store digital monitor or tv
- Live feedback can also be shown on the organization’s website
- Feedback can also be shown through social media
- A PDF can be sent to the customer by email
- A printout can be displayed at the point of service
- A presentation can be done either online or in person
Building Trust
In a business environment that will continue to foster ways to disorientate customers for competitive advantages, finding ways to improve the trust of potential and current customers will be vital to build and maintain trust. Being honest and authentic will show customers that your organization is driven by a customer centric philosophy and is backed by a system to show these important themes.
Another way to build trust is to listen to what customers say and respond quickly to improve the service provided. With real-time feedback, your organization will have the instant insight to make quick changes to pain points. As customers learn that their voices are heard and that the organization cares about their viewpoint, brand loyalty will build in a time where competition continues to rise.
Wrapping it up
Fake reviews are on the rise. It is an advantage in some areas to go this route as the need to have high ratings is crucial to a business’s success. Building trust and loyalty in the current business environment is difficult as customers are likely to constantly try new places in this digital world we live in. Having a system where your customers can see live insight from other customers is a way to counter the fake reviews and to build the important trust and loyalty your organization needs. Real-time insight also helps you find pain points quicker to improve the whole experience. Lastly, employees see the impact they have on customers instantly. This helps improve motivation to be on top of their game to provide consistent and positive customer experiences.
Make it simple for your customers to provide the insight you need to be successful. With so much advertising and information, it is becoming more difficult to capture customer insight. Having a simple and engaging system will overcome this obstacle. As we move forward through this pandemic, it is more important than ever to be on top of your customers changing expectations and perceptions.
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About SmileyAnswers
SmileyAnswers is the leading reseller of the HappyOrNot® Reporting System within the United States, Canada, and the U.K. HappyOrNot® has over 1.5 billion feedbacks to date and is a leader in capturing the real-time insight of customers, patients, and employees. With the recent addition of the Smiley Link and Smiley Digital, SmileyAnswers is in the unique position to capture a whole journey Live by using the Smiley’s for both digital and physical touchpoints. Organizations can “listen” to how people feel at all the important touchpoints. After capturing real-time feedback at these touchpoints, organizations can then “learn” what and where the hidden pain points are to make immediate positive changes. Finally, success can be shared with Live Sharing, Social Sharing, digital boards, social media, email, power points, and more. This process can be repeated daily throughout the year to constantly improve human experiences.
