How Customer Experience Can Affect Customer Reviews

Online reputation reviews have to be a part of every brand’s marketing strategy. Customer reviews are an outstanding way to gain new customers, especially as the digitization of business has made accessing an endless supply of reviews possible with the click of a button. Convincing customers to take time out of their busy day to write a positive review can oftentimes be a challenge, so it is important to utilize every tool available to try to generate customer reviews. One of the best ways for any business to get more customer reviews is by implementing a customer experience (CX) plan to make each interaction between customers and your business as efficient and pleasant as possible.

Why Are Customer Reviews Important?

With the proliferation of online rating and review sites, customer reviews have become an essential part of attracting new customers. In fact, 87% of consumers would not even consider a local business with a low rating. Reviews are authentic feedback from your customers, providing valuable insight to interested potential customers. 97% of consumers have read an online review in the past year, helping them to make an informed business decision by instantaneously comparing your business to other competitors. Not only that but having a large number of reviews can actually help your SEO and bring more traffic to your site organically. Customer reviews are of the utmost importance, and one of the best ways to generate more customer reviews is by enhancing the customer experience.

How Does CX Affect Customer Reviews?

Your reputation is created by every interaction you and your employees have with your clients and prospects. As technology has evolved, the number of interactions each customer has with your company has exponentially increased. In the age of digital branding, every one of these interactions is a chance for your company to shine and to get positive feedback on how you are doing. By providing the best possible customer experience throughout all of these interactions, you increase the likelihood of getting reviews that will give your company an opportunity for improvement and growth.

Along with providing a CX that will leave customers happy, you also need to have a plan in place to participate in the conversation about your brand and your reputation. By actively monitoring and responding to online reviews, you have an opportunity to turn your online reputation into an asset that will increase business.

How to Create a CX That Encourages Customer Reviews

While planning the customer experience, you want to make sure you are encouraging customer feedback. Below are some strategies to implement in the CX that will generate customer reviews.

  1. Create a positive and lasting first impression.
  2. Provide unforgettable service that truly makes your brand stand out.
  3. Maintain impeccably high standards, ensuring that there is no room for mistakes.
  4. Treat each customer as a unique individual, using data from past interactions to customize their CX.
  5. Be authentic and straightforward, giving the customer some insight into your company.
  6. Request feedback from customers to help guide future decision making.
  7. Resolve all issues as quickly as possible, making it clear you value your customer’s time.
  8. Prompt the customer to write a review.
  9. Monitor all user reviews, making sure to follow up with any negative reviews

Implement a CX That Leads to Positive Customer Reviews

An exemplary customer experience throughout their many interactions with your brand is one of the best ways to receive a positive review. If a customer leaves every interaction with your company satisfied, they will be compelled to share their outstanding customer experience with the world by writing a glowing review. Your CX should encourage customers to write reviews, and the team at DigiGriot is full of experts at crafting a CX plan that positively affects customer reviews. They will create a comprehensive CX plan that will make each customer interaction with your company a memorable one. If you are interested in learning more about what we do or want to read about DigiGriot’s past success with other businesses, contact us today by calling (619) 378-0321.

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