A most excellent blog post by Danika Atkins from OutSpoken Media highlighted the value of online customer reviews. In a business environment where marketers might sometimes use web content to compensate for an inferior product, customer reviews can be a real differentiator. When people read a good review or testimonial – whether on the website of the business or a dedicated review site like Yelp – it helps build consumer confidence and drive the decision making process (hopefully in a positive direction). However, this kind of very public exposure might not be ideal for every business.

Don’t Promote Your Deficiencies

Let’s consider the situation of a startup company as an example. They might have many service or product issues that still need to be ironed out and negative feedback shared with the masses might just kill their chances of success. Clearly, they can’t control what customers write about them on external review forums. However, they’d be damned if they let consumers rant about their buggy, new product on their very own website.

Do Use Negative Feedback for Growth

Although public customer reviews might not be ideal for all companies, gathering, learning from, and acting on customer feedback is always a smart move. And fortunately, finding out what customers or users think about a product or service can be done in a completely private and discrete fashion.
Online feedback can be collected, analyzed and intelligently distributed so that product managers, webmasters, service reps, marketers and others can learn how to improve their game – all without the negativity being shared with the whole wide world.

Is your company using customer feedback to optimize your website and increase online conversions? Share your story with us – we love to hear from our readers!

To discover how Kampyle’s online feedback solution can help you increase customer satisfaction, website conversions and sales – contact us today!

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