Studies have shown that customers are more inclined to trust other customers more than leading professionals. Although nearly half of consumers would agree that customer reviews are trustworthy, there are a few that do not fully trust customer reviews. In a survey asking over 1,800 consumers from the United States about how they find and choose businesses, only 12% believed in expert reviews, as opposed to customer reviews. For small business owners, connections and reviews are a strong asset when it comes to customers who are looking at reviews and recommendations from peers. With pride in their connections, businesses encourage top customers to write positive reviews in order to be seen as a trusted brand to potential future customers. While consumers can speculate about reviews, there are a few things that make a review more reliable. In a survey, nearly 77% found it important for a review to have specific details about the product or service, while only 46% needed photos for proof. 46% also found that a reviewer was seen as more reliable if they had purchased from the business more than once. Only 44% states that the review had to appear more neutral, meaning it should not sound overly positive. The main trouble with reviews for a business is the inability to control how a person responds to products or services, but there are a few ways businesses can influence responses and how other customers may perceive a review.   Monitor By Responding Most customers read the most recent reviews, which is why it is important to ensure the first review reflects a positive response. When possible, make sure to respond to reviews to show greater customer satisfaction and higher engagement with new and loyal customers. If the review is more lengthy and positive, you can ask the customer for photos or more details to showcase the positive aspects of your product or service. Nearly 20% of customers look for negative reviews first, which is why you need to monitor and respond quickly to any negative feedback in the reviews. Keep in mind, the customer who left a negative review may not be lost yet, it may just take more positive communication or a remedy to the situation that could solve the issue quickly. If you need to offer an apology, let the customer know that their response is valuable. If the review is past the point of no return, try reaching out through a private message in order to offer a refund or discount.   Be Proactive With Customer Reviews  The key part of having positive reviews is to make sure your customers are happy with their choices in product or experience with the services provided. Studies show that customers are more likely to write negative reviews if a store seems neglected or if the staff come across as rude. To avoid those types of reviews, be careful in your hiring practices to ensure you have great employees who hold the expectations of your company and how they should conduct themselves around customers. By putting guidelines in place, you are able to manage your storefront better with the right people. Positive reviews often come from the above and beyond experience for customers. For food service, this may look like a free appetizer or visit from the head chef. In retail, this could look like flexibility in return policies or a free gift. Take time to review your business practices and customer service techniques to look for ways to ensure a positive experience for all customers. Whether it is utilizing a referral program or developing rapport with loyal customers who generate more positive reviews, there are multiple ways to reward customers for more reviews that can grow your business.

  There seemingly is an endless amount of channels that customers are able to find the ideal gift. One aspect that technology can help with when it comes to customers finding the right item, is the ability to show them their past purchases. This is where a brand loyalist really becomes committed to your business. For many businesses, their stores have been affected by the pandemic and the change in the worldwide economy. Brand loyalty has become even more vital for businesses, as customers are more particular where they put their hard earned dollars. Global Data showed in a survey that over 61% of consumers in the United States were only buying from brands they like in 2020. The results reveal how there is opportunity to drive revenue through innovative digital products that track purchasing behavior. By knowing how your consumers love to shop, you are able to optimize your marketing strategy through digital products that enhance user experience and drive more sales towards your business.   Brand Loyalists and What They Want Brand loyalists are customers that come back again, and again because they enjoy the products and services you have to offer. Repeat customers who visit online stores convert 9x more than the average first-time shopper to your store. Brand loyalists are also unique because they value the quality experience of your business and start referring your brand to friends, family, and other acquantaintances. Loyalists choose trusted products they are familiar with far more than purchasing a risky item online that may not turn out how they expected. Forbes reported that brand loyalty is one of the top ways to reach new leads and expand a customer base, but there are a few steps to put in place to secure long-term loyalty. Reward Insiders Repeat consumers enjoy sharing your brand across social media, and often promote it to their own followers. With dedication to your brand, they often can help with public relation issues by coming to defend your business if there are rumors or skeptics that are causing issues for social media profiles or general publicity. Brand loyalty gives your brand a stronger reputation, and it helps to reward their help with personal touches, rewards, and providing value in your products or services.   Be a Merchant With Integrity Part of supporting your brand loyalists is being a merchant who is able to offer the best value for price in your industry. Repeat consumers are devoted once you earn their trust. With purchasing power in just one click, it is better to offer the best deal possible and know what competitive pricing is out there in your particular industry.   Go Above and Beyond Be creative in how you can show up for your customers in a more impactful way. Whether that is offering loyalty reward programs, or giving discounts for the next purchase, loyalists are more committed when it feels like your brand has their best interests in mind. According to a national survey on shopper attitudes, only 52% of customers will want to join a loyalty program, but by offering points that can add up over time, it may incentivise more customers to continually return.   Be #1 in Customer Service Part of brand loyalty is the customer service you provide for customers. If you are regularly creating processes that make the shopping process easy with customer service representatives that hold the integrity of the brand, then you are more likely able to calmly problem solve whena a problem or question arises. By using chat bots, messenger apps, or calls, you are able to automate your services to improve customer experience and answer questions quickly without issue.   Be Transparent Transparency looks different for each brand. In many cases, customers simply want to feel like they know you. It is more than just having a well written “About Us” page. It is about building a connection over time through social media, high-quality service, and valuable products. Customers who feel connected to a brand spend twice as much as those who do not feel connected. It is important to connect your brand with a story that customers can gain valuable insight into who you are as a company and what you have to offer.   Keep Up With Your Channels Doing market research before launching can go a long way when it comes to knowing what channels you should use for your brand. Loyalists enjoy being a part of an exclusive list where they learn new insights and have access to sales early. Using an automated email marketing strategy can particularly help with this, and can be further utilized across social media and other communication channels. Valassis researchers revealed that during the holiday season, 73% of customers purchase from the same brand because they have felt connected to the brand during the year. By keeping customers interested, you are able to expand sales and your regular customer base.   Encourage Brand Loyalty Brand loyalty may look different depending on the products or services you offer, but there are a few things to consider when building customer loyalty. Create a loyalty rewards program with discounts, exclusive updates, and insider tips Leverages sales across deals and specials Ensure customer service is a top priority across in-store and online digital sales Share brand stories to build trust and connection Create thank you posts, shoutouts, or emails to those who continually support your brand Remind customers how important they are during uncertain times in your business It has been a challenging couple of years for many businesses, but brand loyalists are willing to stick it through to support a company they believe in. By focusing more on repeat customers, you are more likely to increase sales and gain new customers along the way. Whether you are building a foundation of online customers or in-store loyalty, there are multiple ways to grow your business with brand loyalty this year for customer retention.  

  Conversational commerce is the latest form of eCommerce where businesses are able to communicate via text or voice in real-time with customers. With AI being a trending tactic, the intelligence of apps is able to personalize texts, utilize push notifications, and respond through chatbots. As a result, customers are able to have their questions answered quickly and conveniently, without having to wait for a customer service representative to respond. Real-time communication is important for modern customers and is a fast way to build a positive reputation for your business. Whether an order needs resolving, or a customer has a question about a product, technology can help save you time and satisfy customer expectations.   Conversational Commerce Helps Combat Staffing Shortages Staffing shortages are becoming more of a problem for many businesses. By offloading tasks onto AI technology, business owners and managers are able to manage time better and be more cost-effective overall. Conversational commerce has the ability to be mobile friendly and can be a direct way to lead customers through a sales funnel or resolve issues quickly. Chatbots are also able to adapt to specific customer needs and can access customer data, product information, and interaction data quickly. With improved service, you are able to spend more time focusing on other aspects of your business.   Types of Conversational Commerce Facebook research cites that the most common reasons customers message companies are to, Find price information Get an instant response Experience easier shopping Ask for personalized advice Negotiate offers The research reveals how businesses can utilize conversational commerce and understand how to reach their customer base better. Types of conversational commerce include, Website-based chatbot Messenger app chatbot Voice assistance Automated text message Each type offers different types of assistance that customers can use to make an order, reschedule appointments, or find a specific product. Automated text messages also help with managing appointments better and ensuring your customers know exactly what to expect when they come into your business.   The Growth of Conversational Commerce In 2021, nearly 54% of retail eCommerce in the United States is expected to be generated across mobile channels. This includes Facebook Messenger, WeChat, and WhatsApp. With more avenues for customers to access products and services easily, the more you can increase your business reach. HubSpot cited that over 70% of people were more willing to use a messenger chatbot to get customer service than to activate a call. Retail sales reveal that chatbot conversations could equal $113 billion by 2023. The pandemic has significantly changed how customers interact with products. While chatbots have failed in the past, there is a high increase in use since shopping has resulted in more mobile avenues. It is why it is important to consider the strength of your website traffic and how you interact with customers across all your channels. Gartner estimates that nearly 70% of customer interactions will involve technology by next year. With chatbots, digital voice assistance, and messaging, customers have more access and the ability to purchase new items or reorder items they are familiar with. Consider what options your business has to embrace conversational commerce. As the economy continues to change, look at the ways you can improve customer service this year to elevate your business towards success.