It is no secret that customers want to be heard and see their ideas come to life in the products/brands they love. Microsoft 7 did an entire advertising campaign about how the changes from Vista “was my idea”. Social Media sites like Twitter and Facebook are filled with ideas, reviews, suggestions, comments on millions of different products and brands.
For years retailers and brands have asked for feedback, suggestions, comments but with little return or reaction. Times have changed. It is easier for consumers to text, tweet, video an opinion. And more than ever their vote matters.
The problem is now sales reps, retailers and product developers need to spend the time actually listening.
As a sales rep working with Backcountry.com it was part of the job description to read customer reviews, questions, concerns and respond. One of TrueHero’s clients has Amazon.com as a Key Account and this one of the ways we are growing their business – reading customer reviews.
After you read them – you need to act. Let product development know the sizing is funky, customer service see the poor shipping reviews and show designers how great they are performing and keep it up (designers need that positivereinforcement – I know this, I am married to one!)
Read this newsletter from Mashable – the second section is all about the importance of Customer Reviews. Good to know that what I have been screaming is also being shouted out by some of the best listeners in the industry. http://mashable.com/2010/10/01/group-buying-product-reviews/
If you KNOW you need to listen to your customer and still trying to find the time let TrueHero know. It is one of the many things Hero does to help grow your business and relationship with your customer. TrueHero will read the reviews and put together a summary for your team. Let the customer know you….”we see you”