customer feedback methods to use

Customer Feedback Methods

Customer feedback is information coming directly from your customer about their satisfaction (or dissatisfaction) with your product or service. These comments are an important resource for figuring out how happy your customers are and how the business could improve its growth.

Gathering this feedback can come from online forms, social media, email feedback, letters, review sites, phone or even an oral short survey. Regardless, this feedback should be seen as a gift on how to run your business.

In this article, we will be talking about the importance of customer feedback and the different methods to collect customer feedback your company needs to succeed.

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Why Customer Feedback Is Important For Your Business

Getting any sort of feedback should be seen as a gift. Feedback is an unbiased opinion of what your company is doing right, and what you can do to improve your business. If you want your customers to keep coming back while acquiring new customers, this is great information to have at hand.

Econsultancy did a survey on Digital Marketing Trends, and asked companies to state the single most exciting opportunity for 2019 for a business to grow. What did they find out?

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Customer experience came first over anything else!  You could have an amazing product, and great marketing but if the consumer isn’t treated well and has a bad experience, guess what… that customer is not coming back. If you are a business owner and have employees face to face with customers, you will want to know how business is being run when you are not around.

You might be thinking “How much of a difference can improve the customer experience make?” Well, check out this graph below!

Screen Shot 2018 11 20 at 2.48.55 PM(image source)

You can improve your customer retention, satisfaction, and increase or selling ability year by year.

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8 Effective Customer Feedback Methods

There are infinite effective ways you can learn from customers. In fact, 35% of marketers consider customer feedback the top analytic that they need to monitor. Since only 4% of customers actually give negative feedback, the fact that you are not hearing complaints does not necessarily mean that customers are totally satisfied. Let’s look at 8 different customer feedback methods you can use to improve your current customer service experience in order to get some good feedback.

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Live Chat With Website Users

Consumers love instant chat features, it enables them to be engaged in real time! Your support team can be accessible anywhere for instant answers, and you can convert up to 3x more potential customers just by enabling people to reach you directly from your website.

Site Surveys For The Win!

Provide a way that the customer can give user feedback onsite about new features or new ideas. A box with a note card next to it and ask “How are we doing?” If you can give some incentive for people to fill them out (like 10% off a product) do it!

Use SMS Surveys

Everyone’s on their phone constantly. Make it super easy for consumers to leave you feedback through a text! 90% of texts are opened within 3 minutes, so you know it won’t take long before the responses come back. Setting up an automatic text to say thank you and politely ask for feedback.

customer service email response template

Email For Quick Responses

Most people check their email on their phones 3xs a day. This can be very effective for sending a quick auto-responder email with a one-click feedback. Consumers are happy to give feedback emails and just need a little reminder to do so.

Call Your Customers

As crazy as it might seem, an old fashion phone call can do wonders. Using a phone number has a very personable feel to it. If there is a negative complaint and you have the ability to call as a follow-up, most situations can be resolved easily and the customer will feel satisfied and taken care of.

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Record Sales Calls

For large businesses, that have customer support teams, recording phone calls can help the business as well as the employee. It doesn’t have to be a situation of “You said this wrong to the client” It could just be a way to understand what the customer needs and how the employee can improve their skills. It also gives the opportunity to ask open-ended questions to the consumer and get some quality feedback you might not get in a customer survey.

Social Listening

Social listening is a process of monitoring different online conversations surrounding your brand. There are whole departments for businesses that take care of social listening making sure customer expectations are met.  This includes social sites like Twitter and Facebook. Be on top of customer insights and make sure to dampen any situations that could hurt your brand. Express gratitude for those who are promoting and saying great things about you!

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Review Sites Are Powerful

This might seem obvious but being active on online review sites give your customer base a platform to communicate with you. Make sure create a profile on the following social sites and monitor your online reputation so you can respond to both positive and negative feedback from customers.

Conclusion

The bottom line is, customer feedback is extremely important for growing businesses. Making processes to gather reviews and feedback from as many places as you can help. Doing so will give you unbiased opinions on what you can do to improve, and what you are doing right.

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How To Set Up a Website For Business Success

We live in a digital age where everything needs to be accessible online. It is extremely important that your business has a well designed and easy to use a website for potential customers.

In this article, we will be diving into the facts and statistics about websites, and teach you how to set up a successful online business of your own!

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Why Websites Are Important For Every Business

Some Mom-and-Pop shops like to do things the old-fashioned way. As quaint and nostalgic as that is… it’s not great for business. Not having a website gives people the impression you have gone out of business. Having an up-to-date online presence creates a bigger stage for your company to stand on. It gives your organization credibility and accessibility to everyone around the world.

Here are some interesting statistic on the impact a website has on small businesses:

  • 29% of small businesses do not have a website (down from nearly half in 2016)
  • 70% of small business websites have no call to action
  • 68% don’t have an email address on the homepage
  • 50% of online sales are lost when visitors can’t find content

Now check out these statistics on how having a website can dramatically increase foot traffic and revenue for your business:

  • 91% of customers have visited a store because of an online experience
  • 68% of consumers who conduct local searches on their smartphone go to a store within 24 hours and nearly 50% make a purchase within a day
  • 37% of consumers use the Internet to find a store at least once per month
  • 30% of small businesses with a web presence generate more than 25% of their revenue online

Now that you have the facts on the importance of having a website for your company, let’s dive into how to set up your own!

Broadly Builds Your Business Website For You

Broadly Builds Your Business Website For You

There are plenty of ways to create a website and customize it for your business. The question is, how much time, money, and resources do you want to spend on setting up your website? Here at Broadly, we know your time is valuable and we want to help! We do all the hard work so you don’t have to. If you’re using our review service, we can also take care of the following:

  • Customized Web Design
  • Hosting
  • Mobile-friendly Website
  • Optimization for Search Engines
  • Transfer Content From Old Website
  • Logo Design
  • Website Updates
  • Annual Audit & Redesign
  • Free Support
  • Access to Your Website for Customization

If you need more online reviews and a website,  feel free to request a demo! If you want to take on the challenge of website building, it has a learning curve but totally doable if you have the time. Follow this step by step guide to create your own website!

Steps To Setup Your Business Website Yourself

Steps To Setup Your Business Website Yourself

Step 1: Buy a Domain Name

As much as we like to help, but we can’t come up with a domain name for you. The domain name is what people will type into the URL to find you. Having a simple and direct domain name will make it easier for people to find you online. Avoid things like funky spelling, numbers, or any symbols. If you can end it with a .com do it! A .com will give your company credibility and people will trust it. Head over to Namecheap or Godaddy and search to see if your business name is available for purchase!

Step 2: Set Up Web Hosting

Setting up a hosting account is like getting a store to stock your product. You need to post it in the online store, and getting website hosting does just that. Using companies like Bluehost or WP Engine are easy to use. There you will be asked your Domain name so make sure to take care of that first.

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Step 3: Install A CMS

A CMS stands for content management system which basically means a program that can handle a lot of information. Unless you are an expert coder, you will need one.

A very common CMS website builder is a WordPress website. They can easily integrate different “plugins” you need to make your website more user-friendly. If you want to sell merchandise online, you will want to look at an e-commerce platform called Shopify. Shopify helps you customize an online store with safe ways for people to enter in their credit card information. You will find that Shopify is easy to use and can bring your sales up significantly by selling online

Step 4:  Website Design

You can customize a website from scratch but this is very time to consuming and expensive to hire a coder. If you install WordPress, you can choose a theme that best fits the style of your business. You can find free themes, but we recommend getting a more professional theme for under $100.

Common Website Mistakes Businesses Make

Common Website Mistakes Businesses Make

Now that you have your website in progress, let’s take some time and talk about what not to do.

Make sure your website stays live

Nothing hurts business like a website that doesn’t work with broken links or has slow loading time. It is tempting to go with a cheap free domain as your resources can be limited. But seriously, if your customers get frustrated with the check out process, or worse, you don’t get notified to ship the product, your sales and reputation can go down quickly.

Not maintaining the website

Your small business might not have anything to do with technology but, as we pointed out before, you need to have an online presence. If you know your limitation with managing a website, source it out! Make sure it’s currently updated and managed in case something goes wrong. Our Broadly team can always be a resource for help!

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Having an unclean purpose on your Website

The web surfers are not going to stay in one place for long. Make sure your website is well designed and the purpose is clear. Don’t go to over the top with features or have a cluttered menu bar. Make it simple so the viewer can understand your message and know how to navigate your site. Keeping it simple and straightforward is the best way to go.

Website not being mobile friendly

Over 50% of website users are on their mobile devices rather than desk or laptops. Make sure your site is mobile friendly. It is as easy as pressing a button. If a web surfer is interested in your web pages, but can’t get to it from the phone, there goes that business.

Not allowing online reviews

Getting feedback from consumers, even if it’s negative, is an opportunity. They are giving you an unbiased opinion of what you can do better. Make sure your website visitors can contact you for problems or complaints. Giving attention to these customers will help them stay on board and provide more business in the years to come.

Conclusion

Having an online presence might seem complicated, but the benefits outway any a headache you might have set it up. Doing a few simple things can bring more revenue year over year. Here at Broadly, we can help with the process so you can focus on the things you love doing most in your business.

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How To Add Your Business To Tripadvisor

How To Add Your Business To Tripadvisor

If your business wants to attract customers from out of town, you will want to have a strong presence on TripAdvisor! TripAdvisor is great for companies in the travel industry such as hotels, restaurants, attractions, tours, vacation rentals or even spas and salons.

TripAdvisor has become one of the largest travel sites in the world with millions of reviews on what to do in a majority of cities in the world. Over 490 Million people every month rely on these reviews to know where to go, and what to invest their money in for the best experience.

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TripAdvisor’s motto is “Know better. Book better. Go better.” and that is exactly what their platform provides. Every minute, 270 people are writing reviews on where to eat and what to do in most cities all over the world.  If your organization is not on TripAdvisor, there is a good chance a traveler who visits your area won’t know you exist.

In this article, we will cover a step by step guide to get your business listed and how to stand out with TripAdvisor.

How To Claim Your TripAdvisor Business Listing

How To Claim Your TripAdvisor Business Listing

The first step to having a presence on TripAdvisor is to set up an account. Here is a step by step guide on how to do this!

Step 1: Search TripAdvisor for your business

There are two ways of going about this. First is a user has already written about your property and initiated a business listing for you. The second way if nobody has started a listing for your business you can send TripAdvisor a request to create a listing for your business. Before you go any further in this article, head over to www.TripAdvisor.com/Owners  and see if a traveler has already added your business to TripAdvisor.

Search TripAdvisor for your business so you can add it

Step 2: Enter your business name

Type the name in the box and see if your business appears in the drop-down results. If so, you are in luck! If your business name does not show up, then jump to step 4.

Step 3: Claim your business

Click on “Claim your Business” button to confirm that you are the owner of it.

TripAdvisor will only allow one listing per property so make sure you claim your own.

Claim your business on TripAdvisor

Step 4: Request a listing

If you entered your business in the TripAdvisor Owners tool and nothing came up, you will need to fill out a listing request. Click “Get Listed Now” link below the search box.

Request listing your business on TripAdvisor

This will bring to you to another page where you can enter your business information. This includes when your company started, address, phone number, and other details travelers will read. Complete this information with as much detail as you can. Remember, millions of eyes will be reading this.

TripAdvisor Business listing tips

Step 5: Enter your information

Click on which type of business you are, and enter all your information for the listing guidelines. You can always go back to the Management Center to update your company information if it changes.

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3 Ways To Boost Your Business TripAdvisor Listing

Now that you have a TripAdvisor presence, it’s important to make it a good one! Here are 3 steps business owners can take.

Encourage Visitors To Leave Reviews

This might seems intimidating at first, but don’t stress! It’s actually quite easy to ask your customers for reviews. You can actually automate your review requests with an online receipt or automatic email with a link to your TripAdvisor page. Don’t be afraid to ask customers to leave a review and emphasize that it means a lot to your business.

TripAdvisor Business Tips

Respond To TripAdvisor Reviews

Responding to the good AND bad TripAdvisor reviews is really important. Responding to the good online reviews adds another layer of satisfaction to the guest. They already like you, then knowing you appreciate their business will likely have them referring your company by word of mouth and will provide more business in the future. Responding to bad online reviews lets everyone know that listen to the customer and make efforts to remedy any shortcomings. TripAdvisor is frequently used as a review site all over the world so know that every business is getting feedback.

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Show Off Photos!

A powerful tool in TripAdvisor is the ability to post amazing photos! Images are powerful and catching the eye of a hungry traveler could be what makes them come into your doors.

Spending time and picking out the best primary photo is really important. The primary photo is the main image that people will see as they scroll through options. Make sure it is well lite and a clear photo. Do your best to show off your properties best feature and avoid scenery or people. You can always change your photo if needed.

TripAdvisor Photography Do’s and Don’ts

TripAdvisor Photography Do’s:

  • Don’t use stock photos
  • Don’t include every photo from a recent photoshoot
  • Don’t just post the basics that your company offers
  • Don’t get too artsy for your photos.

TripAdvisor Photography Do Not’s:

  • Do mix up your photos with different seasons
  • Do mix up styles and formats so they don’t all look the same.
  • Do include different rooms for your facility
  • Do use professionally looking photography

Research shows that travelers spend more time on property pages that have 30 photos or more. Having these professional photos help imagine themselves at the property and can tell a story about their potential experience.

Conclusion

The world of travel and tourism is a big money maker in this day and age. Using TripAdvisor for your business will help you get more noticed and further exposed easier than any other social media outlets.  Setting up an account is easy, and is possibly already done for you. Make sure to set up your company profile and include all the information with as much detail as possible. Add eye-catching photos and make sure to keep tabs on those reviews. Doing all these things will help you get more noticed and bring more customers to your door!

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How To Remove Negative Results From Google

How To Remove Negative Reviews From Google Search Results

Online reviews are the modern day word-of-mouth, and small business owners know how crucial positive word-of-mouth can be to their success.

Getting positive online reviews can result in gaining more customers for your business, while negative reviews can lead to potential customers avoiding your company altogether. You might think, why not avoid reviews altogether? Well, we’re here to tell you that to show up in Google searches and Google Maps listings, you’ll want to have frequent reviews left by your customers on Google My Business.

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Here are some fast facts about the effects that online reviews will have on your business in 2019:

  • 87% of consumers say a business needs to have a three- to five-star rating before they will use them (Source)
  • 73% of consumers think reviews older than three months aren’t relevant (Source)
  • Customers spend 31% more with a company that has excellent reviews (Source)
  • On average, one bad review can cost you 30 customers (Source)
  •  88% of consumers who conduct local business searches on a mobile device either call or visit the business within 24 hours (Source)
  • 46% of all searches on Google are seeking local information. (Source)

These statistics should convince you of the importance of having good online reviews. For those of you who know that reviews are important, but only have bad reviews, let’s talk.  Shouldn’t it just be easy to delete these? Unfortunately, that isn’t the case. These negative reviews could cost you tons of new customers every day.

Negative Review Sites on Google

The Business of Customer Complaint Sites

It’s tough to get anything taken offline—especially when some websites monetize customer complaints. In an ideal world, every fake or false thing said about your company could be removed easily and immediately.

There used to be only a couple of ways customers could complain if they didn’t like a product or a service. In the past, customers could complain about the business to a friend, or request to speak to the manager to try and find a solution. Now, consumers are much more empowered with social media and the internet. People use the web to find local businesses, compare prices and services, and make purchasing decisions. Bad and fake reviews can spread from Yelp to social media, to customer complaint sites.

A customer complaint website has the sole purpose of collecting bad or false reviews, only to charge a fee to get removed. These sites are meant to warn other consumers of scams, but they are not always used according to that intent. They say you can request a removal but again, usually come with a cost.

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Some users abuse these sites and use them to spread damaging or untrue comments about businesses. It could be a former employee trying to sabotage a company or a very upset customer. Either way, your business suffers from these bad reviews on complaint websites.

So, how do you keep negative reviews from showing up in Google search results? While improving the customer experience is always a good move, you will still need online damage control in the interim.

Don’t let bad or fake reviews ruin your mood or online reputation! Check out these steps to stop negative reviews from showing at the top of Google searches.

How To Remove Bad Reviews from Google Search Results

6 Steps to Push Bad Reviews Out of Google Search Results

Since you can’t remove the bad reviews, the next best thing you can do is to bury the bad with the good. Here are some steps to take in reversing your negative search results and make them positive again.

Step 1: Have a plan to attack those negative keywords

When it comes to search results, your keyword authority is very important. No control over your keywords can mean negative search results! If there is negative content associated with your business name, you will want to try to outnumber it. To do this, find all the negative keywords that come up when you search your company. Then, work to create positive content using those same keywords. In time, you’ll push down negative results and raise positive results. Eventually, you’ll regain control of your online reputation.

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Step 2: Claim and manage public profiles for yourself and your business

To help drown out the bad comments, create social media profiles for both yourself and your business. Make a Facebook Business Page, confirm your Google My Business account, and set up as many online listing for your business as you can.  Social accounts like Twitter and Instagram can also help in owning your businesses brand. The more online profiles you claim, the better online authority you have. Plus, these social media accounts often beat out other types of content in search results.

You can take it a step further and also join communities and forums surrounding your industry. The same idea as above is at work: you are creating new, accurate information online that is associated with your personal and business names. In doing so, you bury the old, bad information.

Claim social media profiles

Step 3: Comment publicly in these industry blogs, forums, and social media

If you joined a forum such as Quora, make a point to comment on topics often. Showing up online while you give advice is a great way to solidify your expertise. Try commenting with support or positivity on neighboring companies’ social media posts. The public will see your business as approachable and friendly.

Remember, anything you say online can be traced. When commenting and posting on social media, practice a little self-censorship. It’s worth it. Posting intelligent, well-written content about your industry can make you more professional and established.

Facebook - Show How Facebook Reviews - CTAStep 4:  Do something newsworthy and promote it with a press release

A press release is a great way to get mentions in the media. Be careful though, not to push out news releases every single time something happens. It is worth knowing that not all news is newsworthy. Sure, a new piece of equipment is exciting to you, but it’s not deserving of an entire press release. Instead, exercise your creativity. Brainstorm new ways to create buzz around your business.

The goal of many marketing campaigns is to generate a buzz. Craft up a clever social media campaign, run a contest, or host a local event to make the news. However,  don’t expect to receive automatic media coverage simply because you hoped for it. To get press hits, send out a well-written press release to media contacts who are best-suited to receive the information.  Doing this can help down out those negative search results with pages upon pages of good press.

Step 5:  Link your promotions to priority pages

Lastly, to manage what shows up in your Google search results, it’s best to know how Google chooses what shows up. One factor is linking. Google uses the number of links to a site to help determine its credibility. The more sites that link to your site, the better. While it would be great to receive a lot of links back to your site organically, it is not always possible right away.

The solution is, you can add links yourself! Link your social profiles and community pages as much as you can on your high-priority website pages. By linking these entities together, you’re increasing your authority over the keywords associated with your business.

Get more positive reviews in Google

Step 6:  Get more positive reviews!

Since nothing is going to get rid of your negative reviews, it’s time to start getting more positive ones. If all of your negative reviews appear in the past, potential customers will know that you’ve changed your ways and are producing quality work. After every completed job, ask all your happy customers to leave you a review on Google, or wherever you have the most negative reviews. That way, you’ll drown the negativity out and begin to take charge of your online reputation. Learn from your feedback and reviews and always adapt your business when there’s repetition in the feedback. If you don’t want to ask for reviews yourself, you can always use a review management software like Broadly.

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Conclusion

Online reputation management can be tough for small business owners. A lot of local businesses don’t have the time or resources to monitor online reviews and search rankings. That’s why Broadly created review management software—to make it easier than ever to receive and promote reviews. Promoting your positive reviews makes them work double-time on improving your online presence.

A reputation management strategy is imperative to winning new business and retaining current customers in today’s online world. Keep your search results positive with Broadly’s help! With this automated assistance, you can keep an eye on your company’s reputation and are free to focus on other parts of your growing organization.

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