Customer reviews count!

Ever felt the buzz that comes with having a happy, satisfied customer? Of course you have! But have you ever thought of asking what specifically that customer liked about your service. Or have you ever considered building a relationship with that customer ensuring that they return for your business time and time again?
Good service and having quality products count but building and retaining customer relationships and encouraging them to spread the word counts even more when it come to sustaining and growing your business!
According to recent research by Quidco, 62% of shoppers consult online communities before making a purchase. But only 27% of consumers go directly to the retailer!
This means that consumers are relying more and more on each other to make informed purchasing decisions and we have moved on from when impulsive buying was in. If you think about it, this trend also indicates that consumers are not only seeking to buy online, they want and expect customer service online. The question is – are they getting what they want?
This trend of peer-to-peer conversations has only been intensified with the current economic situation where people are tight on cash. The result is consumers are more prone to looking around for the best bargains or picking up on other people’s recommendations.
One strong indicator of how customer reviews are becoming a powerful influencing force on buying behaviours is the recent launch of Google’s own Searchwiki which allows users with a Google account to personalise their search results to allow their favourites appear at the top, delete the ones they find irrelevant, and leave comments against their results for other community members to see. It’s a big step in the way search works, giving the consumer control over who they rate as a business.
So what does this increase in consumer influence mean for small businesses?
Well, for one, it makes trading online that much more complex. Secondly, it raises the bar for good, quality service. And finally, it pushes every small business to think not just about the presales relationship and closing the sale, but about the importance of building customer relationships beyond the sale.
As a Tradespacer, you have the perfect tools to make use of the opportunity to create and build these relationships.
You’ve already made the first leap in to the customer kingdom by being on BT Tradespace.
Social media tools like your blog, your photos, your videos and audio are all a way to communicate your identity as a business plus create and build long lasting relationships.
For example, use your blog to keep your customer up-to-date on the state of play of your business or to communicate your views, plans, ideas, and even promote your products. Encourage your customers to leave their comments on your blog and when they do make sure you respond to it. A couple of Tradespacers who have utilised this are Lily and Lime and Mimi Myne.
The key is to keep that conversation going, making it relevant to your customer.
Another powerful tool in getting your customers to spread the word is the communities. Set up your own community where your customers can get chatting to each other and to you… Once they start to talk, the word will get around and your leads and business will grow.
With the launch of Marketplace, we’ve not only given your customers the chance to have their say, we’ve also allowed shoppers to view what your ratings and reviews are. So make sure you highlight this new service to your customers.

At the end of the day, the key to having customer reviews is – having a good product, providing a good service, building a relationship that will last and being committed to your customers by ensuring you’re reaching out to them with your Tradespace!