There are several articles online that suggest ways to deal with negative reviews and feedback. Experts suggest ways to use negative feedback as a learning experience and improve your business as well as customer satisfaction. All of that is great, but that doesn’t mean that you should ignore positive feedback and reviews. In fact, they can be used to improve your business as well.
Most business owners look at positive reviews as a marketing advantage, as a tool to attract customers. They don’t really look at it as an opportunity to improve and go further. That’s a mistake and a missed opportunity. If you handle it right, positive feedback offers ample rewards and considerably improves your relationship with your customers. Here are some ways to deal with it.
Positive Reviews Deserve Acknowledgement
All too often, people respond to negative reviews but don’t show their appreciation for positive reviews. That’s understandable in many cases. Most healthy businesses will have a good number of positive reviews and responding to all of them can be a waste of time. However, an occasional acknowledgement and show of appreciation wouldn’t be amiss.
This is especially true in the case of customers that post a very detailed and thorough positive review of your product. In such cases, you might even offer them rewards. This will help build better relationships between you and satisfied customers. It will also allow you to build a loyal customer base that can be your anchor in tough times.
Get More Information
You can ask for more feedback from people who have posted positive reviews. This can be in the form of a short, but well-designed survey. It would allow you to understand exactly which aspects of your business or your product impress your customers. For example, if you find that your customers love the responsiveness of your customer support team, you can leverage that information in your marketing efforts.
The more data you have, the better. Positive feedback through surveys would also show areas where you might be lacking. For example, if you get a large amount of positive feedback about the design and looks of your product but not enough about the performance, you might want to look deeper into the matter. Collecting the data and compiling it would allow you to understand how your business is performing.
Use the Data
There are several different ways to use the data you collect. We’ve already stated that you can leverage the feedback as a part of your marketing campaign. But you can also use the information to understand just what you need to focus on. For example, if your customers are overwhelmingly positive about one product but don’t pay much attention to the other, you can divide your attention and resources accordingly.
This would stop you from focusing your energies and your revenue on a non-performing asset and turn your attention to something that delivers concrete results. As you can see, positive feedback is a great way to gauge the performance of your company and get valuable data.