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When customers file a complaint, they would not only make fellow consumers aware of the negative aspects of the business; they would also instigate the brand alone to improve themselves. Here are three ways in which businesses can benefit when customers post their feedback online.
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How Can a Business Benefit from Online Customer Reviews? Online customer reviews have created an all-new field in brand communication and marketing that helps bridge the gap between viral feedback that can influence consumers' opinions from traditional word-of-mouth feedback. For example, when customers file a complaint to Walmart,they would not only make fellow consumers aware of the negative aspects of Walmart and other brands alike, they would also instigate the brand alone to improve themselves. Here are three ways in which businesses can benefit when customers post their feedback online. ●Better understand their customers When customers review a brand overall, its service, or any of its products, it will help the company to understand how well they are treating their customers. First, customers can share what they like and what they do not like about the brand. Then, the business can analyze these reviews left by their customers and develop them to improve their customer service. For instance, if consumers think that Flipkart takes a lot of time to deliver products compared to other brands, they can leave an online review. Such reviews will identify Flipkart where they are lacking and improve their delivery time to serve their customers better. ●Social proof and credibility Even the first human on Earth was a social creature, and we have only become more invested in our social life now more than ever. Hence, people are more interested in knowing what decisions others are taking, what opinions they have. So, just like we provide recommendations to our family and friends about different brands personally, people also post their recommendations online on review sites. Businesses can reflect on both positive and negative comments left by the consumers to improve their services. Moreover, when the customers see that the brand is taking their feedback seriously and working on it, they prefer that brand more than others. ●Direct scope of interaction Gone are the days when customers would fill up feedback forms after their shopping, and most of the forms would never see the light the next day to live up to their purpose. With the advent of online feedback and review facilities, customers can file a complaint with Comcast Corporateor any other business online and share their experience. This provides businesses the opportunity to come across first-hand consumer feedback and allows them to connect with their customers directly to identify the pain points in their business models and work on them. According to Harvard Business Review, brands should encourage their consumers to share their opinions and complaints to get genuine feedback. Wrapping Up
Hence, customers who can leave an online review of businesses are more likely to feel loyal to that specific brand and come back to it when the brand itself takes the required steps. Moreover, reviewing also provides the customers with a voice even when they are behind a computerized screen. Hence, to ensure that all consumers get equal opportunity, File A Complaint has established an online platform where consumers across the world can come together to voice their opinions. Through File A Complaint,consumers can now provide meaningful feedback and help businesses serve them better.
