Page 101 - NEWNORMAL_ANIMATED

DIGITAL MARKETING & COMMUNICATION

them. And more and more people use them as 3. Don‘t be afraid to ask for an evaluation -
their guide when making their choice. you are often on the spot, you can see whether
Did you know that a one-star difference in the customer was satisfied, whether they liked
the average rating means a 5-9% difference in the winery, whether they liked your wine. Ask
sales? the customer while he or she has this experi-
ence fresh in their memory. Use a small busi-
TIME : MATTERS ness card with a QR code leading to reviews
What if your rating could simply be impro- on Google, „Recommendations“ on Facebook
ved? Watch it in real time and respond to it on your fan page or your own rating tool on
as quickly as possible - there is no point in your website. Simply ask and positive reviews
responding to a review a month after it was will swarm in.
published. 4. Respond to reviews - The right respon-
The customer will very often improve se to reviews is crucial. How do you respond
their bad rating of you based on a quick and to reviews? Have you encountered answers
CORRECT response. which hurt, which are aggressive or mocking
1. Follow reviews from multiple places - or attempts to dishonor the customer? How
don‘t just focus on Facebook or Google. What did they affect you as a potential customer?
about TripAdvisor, YELP, Zomato? Work with
more information. You will then be able to ea- „Sorry“ is not enough.
sily track what customers like and where you The most important thing when answering
have reserves. is to suppress your ego and respond with fo-
2. The customer is always right - even if they resight, to avoid losing not only the given cus-
are not. You don‘t want to lose your customer tomer but also others. You can even get new
forever. customers. It is necessary to realize that you
101