Here are three steps to growing a business via positive customer sentiment that could be applied to nearly any industry:
1. Start by solving a customer problem
There's plenty of research out there about the power of word of mouth.
A McKinsey study indicates that word of mouth is the primary factor behind
20% to 50% of all purchasing decisions.
But to get that positive customer buzz, a business
first needs to impress the customer by solving a problem for them.
You should also enable customers to do everything online — there is no need for long conversations with a call centre or broker. Additionally to this, deliver lower premiums through technology.
2. Take the bad feedback along with the good
Authenticity matters when winning a customer's trust.
People can see straight through paid-for or fake positive tv ads or social media reviews. Let
real customers do the talking. When a mistake happens and results in negative feedback from a customer, this is an opportunity to learn and make things right.
Be grateful for any feedback that helps you to improve. Using that feedback will also give people assurance that the positive reviews out there are genuine.
3. Use reviews as inspiration
Because the users' experience is a core factor, listen to customer feedback. It mostly informs you, but it can also be an inspiration for storytelling for your brand.
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