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Why You Should Care About What Your Customers Are Saying

Small businesses sometimes lack the pull that big-name brands have. While there are plenty of strategies that can be used to make up for that, one of the things that you absolutely shouldn’t neglect is your reputation. Your reputation as a business is often built on what your customers say, which means it’s something you should care about for multiple reasons.

You Can Gain Insights

Anyone who’s ever worked with customers for any significant amount of time can tell you that customers are nothing if not opinionated. They know exactly what they love and what they don’t care for when it comes to your business and its products. Keeping tabs on what your customers are saying about such things gives you insights into what you can do to improve, especially in terms of your products and services. This is particularly helpful if you want to improve your current offerings or expand your product line.

It Affects Your Reputation

Customers talk, and not just to people they know. They’ll tell anyone who will listen about their experience with your business, especially if it stood out in either a negative or positive way. These days, it’s not limited to in-person dialogue. People take to the internet, especially platforms like Google or Yelp to leave reviews for other consumers to see, which they almost certainly will. Over 90 percent of customers read reviews online before making a purchase. The good news is that reviews are relatively easy to track so it should be easier to put that feedback to good use.

Making Improvements

One of the important things about what your customers are saying is that they can alert you to improvements that need to be made. Maybe your customer service isn’t as good as it should be, or you need to streamline your order fulfillment process. Maybe one of your product lines suffers from a specific defect. Your customers will tell you about this and expect you to make improvements. If you do, you’ll be that much better equipped to be a competitive business in your industry.

What your customers are saying about your business can be an invaluable tool if you choose to use it. You can use it to gain insights, get a better understanding of your reputation, and make improvements. It’s always good to be striving to be the best business you can be, so make sure you’re monitoring customer chatter about your business so you can make the best use of what you find.

Read this next: How to Make a Good Impression With a First-Time Customer