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For those of you who like to respond publicly to reviews left by you, the "Streisand Effect" is a term you might want to be familiar with. The phenomenon was coined after Barbra Streisand tried to hide the exposure of leaked photographs, which caused even more publicity in the process.
Offering a survey with perfect questions is useless if you don’t get anyone to take it. While there are plenty of articles out there that will request you purchase one service after another to "increase response rates" for your surveys, we'd rather recommend a few of our secrets which seem to get the job done. Below we’ve included a few of our ‘tips and tricks’ for encouraging high response rates for your surveys.
Whether or not you'd like to admit it, your business' public image is everything. That’s why every large corporation has a team of Public Relations experts to ensure their public perception hold solid, but most small businesses probably can’t afford a PR firm. But did you know more and more people are turning to the Internet for reviews before making purchasing decisions?
In fact, a survey of US mom Internet users by video review site EXPO stated that consumer reviews are significantly more trusted -- nearly 12 times more -- than descriptions that come from [the businesses]. Consumer reviews are not only a part of your public perception, they are your public perception. So the question is not if your business has an online reputation, it’s whether or not your online reputation is helping or hurting your business.
If you find your online reputation is hurting your business, we suggest you focus on two things:
Giving away a $1.00 item on a $10 ticket is not the same thing as a “10% off” discount, but do you know why?
For starters, the 10% discount is typically open-ended, meaning if the customer spent twenty dollars they’d receive a $2.00 discount vs the $1.00 item that actually drops down to a 5% deal with a $20 order. In other words, percentages are variable while free items or are fixed.
When giving a 10% discount, the discount typically applies to the whole order cutting into the margins on every product or service purchased. Know your margins so you can determine what type of deal makes the most sense for you. If offering a % discount will encourage customers to buy the most expensive item, with the smallest margins, you probably don’t want to offer a percent off discount. Instead, consider giving away a free item that you know has good margins, so the cost to you isn’t as extravagant but you are still bringing the customer in for the opportunity to purchase more items as well.
Also note that from a psychology perspective, customers typically respond more positively to a “free” item than a percent discount, so be sure to use this to your advantage and offer a discount your customers will appreciate, yet keep your business profitable.
When it comes to promoting your business there are plenty of ways to attract customers. Customer discounts are just one such method, but what kind of deal should your business offer? What types of discounts attract the most people? While a certain amount of this decision is personal preference, there are a few things we’d encourage you to think about before publishing your next deal...
According to a Harvard Business Review in 2012, 48% of customers who had negative experiences with a company told 10 or more people! They refer to it as the “Bad Business Ripple Effect”. So what’s the moral of this review? Angry customers complain and are very likely informing potential customers of their experience as well. It’s a scary thought, but rest assured that there is certainly something you can do to avoid Bad Business Ripple Effect & your business.
A recent study by Cint showed that 56% of customers feel more loyal to a brand that takes the time to ask for their opinion. Even for customers that had a poor experience, being asked about it at least gives them the opportunity to vent their complaints. Even if that customer never comes back again as a result of that poor experience, their complaints can (and should) be used as feedback to help enact change in order to prevent future patrons from encountering the same experience.
By asking your customers for their feedback, not only are you giving them the satisfaction of being treated as a valued customer whose opinion you trust, you are also given direct feedback to help your business improve. The best advice on improving your business doesn’t come from industry benchmarks, it doesn’t come from a consultant, it comes directly from your customers. So what are you waiting for? Ask for their feedback and you might be surprised how valuable their responses truly are.
We are so excited to publish our new 1MinuteSurveys Website! It will be here that any and all businesses can go to start receiving high-volume customer feedback like never before. While we are still working on finishing the app, and connecting it with our database/website, we will periodically check back in with updates on our progress.
As always, we encourage suggestions and feedback from all our users so please leave us any thoughts you might have. After all, what sort of "customer feedback" company would we be if we didn't embrace it ourselves? Am I right? This guy knows what I'm talking about!
Thanks for checking out our blog, and tell your friends about the wonders of 1MinuteSurveys!