The Importance Of Being Liked

We all like to be liked and when it comes to your business being successful online it becomes a necessity to be liked by as many people as possible. However, it is not always a ‘given’ that people who have purchased from you online will go out of their way to ‘like’ what you’ve sold or posted so it is imperative that you encourage as many ‘likes’ or ‘follows’ or ‘pins’ as possible because it all builds your reputation online. The best way to achieve this is of course by always giving excellent customer service and making it compelling for customers to like you.

Get Good Feedback

It's very important to solicit feedback as often as possible – both good and bad. People are naturally cautious and are reassured when other people are regularly giving positive feedback on the products or services you are selling online. When faced with a barrage of positive feedback, your new potential customer is reassured that there are no problems with what you are offering. They can clearly see that others have bought from your website or they can see from social media that they have bought before - without problems.

Avoid Negative Feedback

Bad news, as they say, travels fast and bad feedback takes much more effort to overcome:

"It takes 12 positive experiences to make up for one unresolved negative experience"

- Understanding Customers by Ruby Newell-Legner.

This is a display of basic human psychology. It has long been told anecdotally by sales professionals that if you put 2 very similar bakery shops in the same high street and one has a queue of people outside, lining up waiting to buy while the other is empty, people will join the queue rather than risk buying from a shop that isn’t attracting any business. The fear of “there is something I am not aware of, I’ll play safe and queue up, as everyone is buying from THIS place”.

"96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back."

– 1Financial Training services.

As online consumers we have the opportunity to give feedback pretty much instantly (sometimes publicly) on social media. This is true not only of positive experiences but also, and perhaps particularly, of negative ones. It is a cruel fact of life that people tend to tell more friends and family about a bad customer experience than they do about a good one – except perhaps if it has been an exceptionally good experience. In this case will people go out of their way to ‘tell the world’ on social media. There are many examples of outstanding customer experiences on the Internet and they are widely distributed. Bad feedback is inevitable, after all no-one is perfect. It is how you respond to bad feedback that can set you apart as a business. Handle it on a personal basis and then implement any changes required to stop it happening again. The moral of the story? If you're looking to gather good feedback online, you better make sure your service (and your website) is up to scratch.

"For every customer complaint there are 26 other unhappy customers who have remained silent"

– Lee Resource

Provide Case Studies

Having customers that are willing to put their name to a specially well authored Case Study, proudly displayed on your company website is even more powerful. This tells the world that your customer was so happy that they publicly support your business. Obviously, the more case studies you have, the stronger the effect. Ideally each one should describe the problem the client was facing, how your company was able to help, how the client benefited and, most importantly, how it made the client feel personally.

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