So your customers aren’t happy? That’s great – if they tell you.
Recently I went out for a drink in Auckland with an American colleague. The bar was busy and service was slow.
When a waiter came around my friend spent several minutes detailing everything that was wrong with the bar: its drinks, ambience and customer service. Me, the Kiwi, slid down into my chair and tried to look like I wasn’t with him.
Of course, he did the right thing. If a bar – or any business – is not offering a good product or service, it is going to lose customers. If they don’t know what they are doing wrong, they can’t fix the problem.
Therefore, my American friend was helping that business to become better by complaining. He is to be commended.
Why customer complaints are good for business
It is not often that customers are encouraged to complain about a company’s product or service. However, customer complaints are helpful for a business manager to find out what problems need to be addressed.
Research by Ameyo, a customer service platform, found that 67% of customer loss can be prevented if businesses fix issues the first time they happen.
A joint study by management consultancy firm Bain & Company and Harvard Business School also found that by increasing customer retention rates by just 5%, profits can increase by 25% to 95%.
That’s why at Reviewboost we’ve launched a service that, among other features, encourages companies’ clients to tell them when they are unhappy with a product or service.
What is Reviewboost?
Reviewboost is an automated system designed to help businesses encourage client reviews on up to 100 major sites including TradeMe, Facebook and Google.
The Reviewboost system then gathers the comments from all the platforms into one place for business owners and managers to find out what customers like and dislike about their service.
Reviewboost encourages feedback from customers which the business can use to improve their service or product. Reviewboost clients will receive an alert when they get a review and businesses can use the comments to see what works and what needs to be improved and can fix the issues accordingly to keep their customers happy.
By collecting and reporting on all reviews across online platforms, Reviewboost can help businesses retain customers, increase profit and improve their online profile.
David McEwen is Managing Director at Reviewboost
