In our recent poll, we asked our LinkedIn audience “When did they last check Trustpilot?”. Unsurprisingly, more than 66% said less than a month ago, while 17% said less than 3 months ago, and 17% said over 3 months ago.

Interesting results; and as we suspected our LinkedIn friends do have a sense of the importance of customer voice and feedback: after all “Feedback is a gift” to quote our Head of Customer Experience here at Dialect, Helen McCaine.

Customer reviews and feedback are an essential tool in building a trusted relationship with customers. They expose direct customer experience and do provide invaluable insights into what works well and what needs improvement.

As a business, listening to, understanding and responding to customer feedback is critical in shaping your company's reputation. Positive reviews provide reassurance that a company is reputable and that its products, services and customer support are of high quality.

One of the most significant benefits of customer reviews is that they represent an important step in the customer’s decision-making process, and they influence your potential clients in regards to choosing your services.

“89% of global consumers say checking online reviews is part of their buying journey”. (Trustpilot)

Gaining customer trust in a highly competitive industry is more important than ever. Indeed many commentators are seeing high-quality customer engagement and experience as table stakes within the industry now and a key element in the retention of customers and winning market share. By listening to your customers’ feedback and addressing concerns, a business can show that it values its customers and is committed to providing the best possible experience.

“74% of consumers say that reviews increase trust in a company”. (Finances Online)

Businesses must never cease to take action to strengthen their relationship with customers and find solutions which focus on customers’ needs.

Whether you have a solution in place which could be enhanced or optimised or if you need support in building a customer experience solution from the ground up Dialect can help with guidance and support.

Through our omnichannel personalised solution, we are able to support your customers via multiple channels, such as voice, email, live chat and social media messaging as well as offering you back office task processing to deliver a continuum of holistic service with no gaps.

We can help you can help you deeper satisfaction, loyalty to and advocacy for your business.

After all “We speak your language”…