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Thank You: Advocacy and Reviews: How to get people talking about your busines

<p><strong>Fill in your details to download the summary of our <br bold="[object Object]"/>Advocacy &amp; Reviews webinar.</strong></p><p>In this summary document we cover:</p><ul><li>The consumer landscape and trends in behaviour</li><li>The benefits of advocacy to help your brand succeed</li><li>How to use advocacy in your marketing strategy</li><li>Some of the best answers from our Q&amp;A panel</li><li>How advocacy will evolve in 2024</li></ul>

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Start collecting trusted reviews with Feefo 

<p>Reviews are just the beginning. At Feefo, we build lasting relationships with brands around the world who choose us to help translate customer feedback into actionable insight.&nbsp;</p>

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Verified-only vs. open: Which review platform is right for you? 

<p>Put simply, the most powerful and authentic voices are the ones that advocate for you simply because they want to. Your most important advocates are your customers.</p>

Verified-only vs Open Reviews

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<p></p><p>An ideal approach is to use all four of these measurement systems to provide a holistic view of your brand's customer experience.</p><p>Feefo's Director of Marketing spoke with the <a href="https://www.93x.agency/blog/how-to-use-customer-experience-data" target="_blank">FINITE Podcast</a> to discuss the importance of collecting customer experience data and how that insight can be used to create better, more effective marketing strategies.</p><h2>How to improve your customer experience</h2><p>Improving your customer experience isn't a quick fix — it's an ongoing process which should evolve with your business. Here's what we suggest you do to get the ball rolling.</p><h3>1. Map out your customer journey</h3><p>Before getting any customer feedback, you need to get your head around the customer journey and identify all the relevant touchpoints. If you want to find out more about this, then read our <a href="https://www.feefo.com/uk/business/resources/customer-acquisition/customer-journey-mapping-guide" target="_self">complete guide on customer journey mapping</a>.</p><h3>2. Listen to your customer feedback</h3><p>Listening to your customers' voices is critical to improving your customer experience. Whether you generate feedback from <a href="https://www.feefo.com/uk/business/features/product-and-service-reviews" target="_self">customer reviews</a>, <a href="https://www.feefo.com/uk/business/features/surveys" target="_self">surveys</a> or even your <a href="https://www.feefo.com/uk/business/features/social-media" target="_self">social channels</a>, use what your customers say to identify key themes and figure out what your customers love and where you could make improvements.</p><h3>3. Create a strategy</h3><p>Once you know which touchpoints need work, you can set some objectives and start thinking about what you need to do to hit those goals.</p><p>At this stage, ensure you've included all departments, not just those dealing with customers on the frontline. Using feedback and insight from across the company means the whole business will be aligned, and the customer journey will feel cohesive.</p><h3>4. Make small, measurable changes</h3><p>Improving your customer experience should be a constant focus, and the process will naturally evolve with your business. As well as making small, meaningful improvements over time, you should regularly measure and report on the results to help guide your strategy moving forward.</p><h3>5. Be consistent</h3><p>Customers love it when a company goes above and beyond to deliver outstanding service, so it may be tempting to focus on creating 'wow' moments for your customers, but in reality, you can't deliver these every time.</p><p>Customers want consistency. By meeting the customers' expectations every time they come into contact with you, you'll build their confidence, making them more likely to remain loyal to your business and recommend you to others.</p><h2>How to incorporate customer reviews into your customer experience strategy</h2><p>Customer reviews are more than just an important element of your trust signals: they can be used to improve your customer experience now, so future reviews are drastically more positive.</p><p>Here's how you can use your reviews to your full advantage.</p><h3>Launch a user-generated content (UGC) marketing campaign</h3><p>Brands like Daniel Wellington and Pura Vida Bracelets have built a community following and social reputation by curating and sharing user-generated content (UGC) across their platforms, especially Instagram. Users are happy to share their positive feedback about the product for a chance to be featured on the brand's page. It's a win-win situation for you both, particularly when they're organic.</p><p>Customer reviews in the form of user-generated content can be anything from videos and images to podcast shout-outs and how-to tutorials. Start by creating an easy-to-use and memorable hashtag that you can use during various occasions like travel, eating out and family events. This will allow the content to remain relevant and timeless across different situations.</p><h3>Create brand ambassadors</h3><p>You can take UGC one step further by actively seeking like-minded individuals to collaborate with you. Brand ambassadors are customers who believe in your company's vision and who can effectively communicate this to others. When used efficiently, brand ambassadors can post customer reviews that influence new clients to get on board.</p><p>Use brand ambassadors to tap into a new audience base by partnering with someone with more than one target audience. For example, a fitness influencer may also have a pet dog for whom they can create animal-related content. As long as they are genuine customer reviews, they will tie in your brand stories.</p><p>Another way to get started with brand ambassadors is to create a loyalty programme with rewards. For every successful purchase, ask that customer to leave a review in order to get a discount on their next purchase or a gift. With some nurturing, these <a href="https://www.feefo.com/uk/business/resources/customer-retention/complete-guide-customer-retention" target="_self">customer reviews will bring you repeat business</a>, a growing fan base and organic referrals from their network.</p><h3>Incorporate customer reviews across multiple platforms</h3><p>It's crucial that new users can find reviews of your business wherever they're researching you.</p><p>Pay attention to top customer review sites for your industry. Most companies now have <a href="https://www.feefo.com/uk/business/features/integrations/google-my-business" target="_self">Google My Business</a> pages where customers can see ratings, contact information, location and photos of a business all in one place.</p><p>With so many options, keeping track of and promptly <a href="https://www.feefo.com/uk/business/features/respond-to-reviews" target="_self">responding to every review</a> can be overwhelming. This is where Feefo's tools come in. You can easily add customisable page displays that group themes from customer reviews and help enhance the customer journey.</p><h2>Level Up Your Customer Experience Strategy</h2><p>Fully understanding your customers, their journeys, and what they want from your business sits at the heart of every great customer experience strategy.</p><p>Here at Feefo, we have the tools you need to discover more about your customers so you can start delivering an exceptional experience. To learn more about how we can help with your customer experience strategy, <a href="https://www.feefo.com/uk/business/enquiry/get-in-touch" target="_self">contact a member of our team</a> today.</p>