A majority of internet users will visit the official website of an establishment after reading positive reviews about it. Therefore, companies must understand the significance of focusing on what their clients are saying and, as a consequence, finding the time to study client testimonials. Remember, the brand image of a company is impacted by what customers say about you.
Companies may fear, by adopting an attitude of focusing on what their customers are saying, that this will become the norm and they will suffer the incessant demands of clients who want to leave bad reviews. It is important therefore to understand the issues of these aspects to better respond to them and adapt to the needs of your clients. The question of the determinants of the climate of service has been the subject of research in the field of services.
To provide an example, service companies, especially large ones, are creating call centers to manage the customer relationship. Employees are motivated in their work as long as they have an interest or pleasure in exercising it. If an employee is motivated, then they will do a better job, and your customers will be more likely to leave better reviews if they have a positive interaction with your employees. However, a demotivated employee will provide a minimum quality of service or even a bad performance.
The Motivation Process
We have seen that the motivation process is a complex one. It does seem logical that the more employees feel that they are paid for providing customer service, the stronger their customer orientation. However, put this motivation in perspective with the sector of the activity concerned. Are the employees motivated by their paycheck or the ability to help customers? The true motivating factors can pay huge dividends for your business.
Some professionals are now, therefore, trying to figure out how to evaluate the impact of a negative customer review using customer feedback examples. In theory, the more one is transparent about the information, the better it is. But it is still necessary to assess this information. To provide an example, surveys are useful for gauging queries, a general social climate, and the collective dissatisfaction. However, they do not usually allow you to know the individual motivations.
Putting customers first is, therefore, a question of ethics and the diffusion of a customer-oriented climate in the company. By implementing a mindset of addressing patron assessments, this will allow you to enhance the quality of the services of the firm and quickly resolve the dissatisfaction of some of your customers.