Happy Customers Want to Share Their Positive Experiences
October 27th, 2010 | Small Business | No Comments »This weekend I went to a Mexican restaurant that just opened in the area with a couple of friends. We were greeted by the entire wait staff and the manager when we entered. The food was good, not amazing, but because the wait staff was so kind and attentive we left very happy and satisfied. After leaving we all felt strongly that we wanted to post a positive review of the restaurant online for others to see. We were so appreciative of the fabulous service, that we wanted to return the favor by recommending the restaurant to others. We did post a glowing review online, we also recommended the restaurant to a friend who then ate at the restaurant the very next day.
A recent study by Harbinger found that women are more likely to share information about positive experiences over negative experiences that they’ve had with products/services. The survey asked women about several categories including ,but not limited to, information on food and beverages and appliances. Most women stated that the reason they were compelled to share positive experiences with others was because they wanted to “share the good experiences.” More women were inspired to share positive experiences rather than negative experiences. The survey found that women will share positive reviews with friends and family face-to-face and through websites.
So, people like to share positive experiences with others. If you are a small business owner, make sure that you’ve made it easy for customers who’ve had positive experiences with your company to spread the word. Encourage customers to submit feedback through your website by creating an area for customer to post reviews. Allowing customers to post reviews on your websites gives you a better understanding of what your customers like and don’t like about your product/services. An additional benefit of soliciting customer feedback on company websites was pointed out in a recent emarketer.com article that explained that as people contribute reviews on business website they “have a higher affinity and loyalty to the brand” and they feel that they’ve “left something behind of themselves” and so they will return to the site “more engaged”. So, if you’re a business owner and you aren’t soliciting customer reviews on your website..start!
