These three common scenarios can get in the way of winning your customers’ love, loyalty, and friendship. Luckily, each of them has a solution you can implement to reopen clear paths toward forming authentic relationships:
1. Lack of employee training on company culture and standards that harm customer experience
65% of respondents to Moz’s extensive survey of reviewer habits say that poor or rude customer service has led them to write negative reviews.
Some problems of this type arise directly from the business owner, but very often the staff simply has not received the training necessary to represent the brand well. The more training you provide your employees on how your company treats customers and how to handle and escalate workplace complaint resolutions, the more you are doing to protect your customers and your brand’s good name.
2. Inaccurate online information about your business that misdirects and disturbs customers
Unmanaged local business listings can accumulate inaccuracies over time, leading customers to find incorrect addresses, phone numbers and hours of operation. Unfortunately, 52% of Moz respondents cite this scenario as the cause of their negative reviews.
Actively managing your listings, whether manually or through a cost-effective solution like Moz Local, will significantly reduce the risk of customers developing a negative impression of your brand because they arrived at your location after hours or receive a “ no longer in service”. ” message on an old phone number.
3. Lack of response to requests for help
Unfortunately, the review databases of major online players like Google, Yelp, and Tripadvisor are full of unheard complaints that are never responded to by the business owner. It’s a essential adjustment to realize that ignoring negative online reviews is analogous to having a customer approach you in your store for help with something that went wrong and then walking away from them.
Every review deserves a response, and negative reviews should be your top priority. The good news is that if your response effectively resolves a complaint, it will improve 67% of customer opinions of your brand and 62% will give your business a second chance.
It’s really nice to know that you are not helpless in removing some of these important blockages! And, in some cases, the goodwill you earn could have vital consequences for you and your company, as we’ll see later.