Can we mastermind a bit in this thread about what actions or systems businesses can take that would help to cause customers to get in their car, go home, and desire/remember to leave reviews for offline businesses?
To be clear, I understand the obvious triggers people leave reviews like "Great customer service" or "Horrid experience" etc. Those are clear drivers for leaving reviews.
But let's drill down a level or two deeper and brainstorm a couple of questions and see what we come up with collectively.
Granted there will be variables by industry, but I'm convinced there are more similarities, at least principally speaking, on what actions a business owner can take to improve the chances, than differences.
So let's work under a few assumptions...
1. Service/Product was rendered at or above expectations
2. It's an offline business, so it involves people leaving the business and going home to then remember and write a review
So here's the big question summed up:
"What actions or system could a business put in place to encourage a review?"
2 days ago, my wife and I went to Dunkin Donuts drive thru for a couple of coffees. The girl at the window handed me a business card sized hand-out with her name written on it and the card said:
"How was your guest experience today? My name is (girls handwritten name), and I would love to know if I made your day! Please tell me at telldunkin.com! Thank you, see you tomorrow!"
The girl did a good job of explaining what to do. It's not hard to complete. But 48 hours later, I did nothing with it. For me it was primarily that I forgot the card was in my wallet, and never thought twice about it until I pulled it out today.
Thanks to social media conditioning and user generated content sites, reviews are the most influential credibility forming asset.
So let's brainstorm...
"What actions or systems could a business put in place to encourage an online review?"
Thanks in advance!