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How to encourage customers to provide feedback

Customer feedback is an important marketing tool to power the online reputation of your business. It is no secret that online reviews can determine the success of your business and possess the power to make or break your brand.

While positive reviews are a testimony of your business's hard work and can help you win new customers, negative reviews are an opportunity for you to turn things around and build a long-lasting relationship with your customers. Online reviews, positive or negative, can potentially shape the future of your business.

BrightFire allows you to get feedback from your customers constantly. Here are a few tips to improve the performance of your review generation exercise and get more new reviews. 



5 tips to increase feedback from your customers:

  1. Don’t forget about text messaging when you are sending review requests to your customers. Review requests sent via email have a 3-5% conversion rate, while for text, it’s three times more. In a nutshell, texts perform better as they have a 99% open rate. 95% of these are read within 5 minutes of being received.
  2. Capitalize on that ‘Wow’ moment – Customers are more inclined to write about their experience when they have just experienced the product or service. Ensure your review requests go out as close as possible to the fulfillment moment.
  3. A personal request goes a long way to getting better results. When you meet your customers, let them know they will receive a request from your business for feedback. Don’t forget to tell them how important their review is for your business.
  4. Small reminders, such as a personal note from a business owner or a colorful poster in the waiting area, can further reinforce how important their feedback is.
  5. Within our Inbox messaging feature, you can slip in that request for review while you are still having a 2-way text communication with your customer. As simple as that!

Studies have confirmed that over 85% of consumers trust online reviews as much as personal recommendations. Therefore, always make it clear that your business is obsessed with customer feedback. 

If you have additional questions about your Reviews & Reputation Management subscription, you can schedule a face-to-face digital meeting with our team here or submit a support request here.