1. Ask for Feedback Yourself
After doing business with a customer, you should check in with them to see how their experience was. Send an email if they did business with you online, or use whatever method you normally use to follow up with customers. Ask them to rate their experience and ask what you might be able to improve for next time.
If you don’t ask customers to share their experience with you, they’re more likely to just post something publicly. So if they were unhappy with their experience, it’s going to be shared with everyone online. But if you ask them yourself, they can give you their feedback in a controlled environment, and you can get some potentially helpful insights for your business.
2. Make Changes Based on Feedback
Some customers will almost certainly give you tips for improving their experience in the future. While some of the insights you get from your post-transaction surveys won’t be helpful, it’s still important to go through them. You never know when you might start seeing trends emerge over time from the responses you receive.
If, for example, an increasing number of your customers had issues with the checkout process, it’s worth trying to change it. If they were unhappy with shipment times, consider looking into other shipping options. When you actually make changes based on customer feedback, it tells them that you care about what they have to say and makes the experience better for them and for future customers.
3. Claim Your Business on Review Sites
Yelp and similar sites allow you to claim your business and set up a designated place for customers to share their reviews. This can make it easier for customers to find your review space on search engines. It also makes it easier for you to respond to customers when necessary.
4. Ask Satisfied Customers to Post Reviews
Of course, you get more reviews when you ask for them. Don’t flat out ask people to leave you positive reviews. In fact, sites like Yelp discourage such activity. But you can go out of your way to point satisfied customers toward online review sites.
When you follow up with customers after a purchase, consider using a quick follow up message for those who had positive experiences asking for reviews on Yelp or Facebook. You can also include links to these sites directly on your website. For online surveys, QuestionPro offers a unique “Push to Social” question type that can be set up to automatically encourage reviewers to share positive ratings on social media sites.
5. Share Your Post
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6. Collect Offline Reviews if Necessary
Even if you complete most of your sales offline, you should still ask your customers how their experience was. If you do business in person, ask them in person or consider making comment cards available. If you do business over the phone, follow up in that way. Then you can verbally direct people to your website or online review sites.
7. Make It Easy for People to Contact You
In addition to reaching out to customers, you should make it easy for them to reach out to you if they need to. Include an email address, phone number where they can reach an actual person, and social media accounts on your website. If they have a question while completing a purchase, or concerns after the fact, then they can reach you easily and directly.