The value of word of mouth grows more and more everyday. Study after study contributes to the growing data related to the impact that customer service has on one’s business. The reason for this is that it is a lot more likely that a customer who has a negative experience writes a bad review as opposed to a customer that had a great experience leaving a good review. Don’t get me wrong, lots of customers still write good reviews, they just don’t happen as often as bad ones. That is why it is increasingly important to pride your business on high product/service quality and genuine customer service. Upon dishing out that great customer service, it’s also important to make the extra effort to try and incentivize those happy customers to write a review.
Read more about the importance of reputation management here: https://www.inc.com/andrew-thomas/the-hidden-ratio-that-could-make-or-break-your-company.html