It's a fact in today's culture that the tighter you try to hold on and control your customer's experience, the more you will lose. Customers today know that they are much more powerful and have much more say in their buying experience and will simply go somewhere else if they are not given the freedoms with you that they have come to expect at other places.
With online user reviews and ratings, customers can talk to each other. They aren't limited to the information they can get from the copy you write in your brochure or on your Website. They can find other customers and talk directly to them. Does the prospect of online user reviews scare you? Does letting go of control give you the shakes?
Consider this…I was reading Charlene Li's blog today and she used a phrase "the semblance of control." I really like that. It's a great description of what you are clinging to. You don't have any control right now. All you have is the semblance of control.
You may be scared to allow your customers to post their reviews or ratings online but the truth is, they are talking about you right now on their blogs, their Facebook page or their Twitter account. Wouldn't you rather be a part of the conversation? Wouldn't you rather have the opportunity to respond in a very public forum to allow everyone else to see how you handle negative reviews?
The more you lose your grip and allow your customers to own and control their own experience, the more you allow yourself to be open and vulnerable with your customers, the more customers you will gain. If you are looking for a great online solution for user reviews and ratings, you've got to check out e-Compliments. They are a review site committed to positive, helpful reviews. The perfect online solution for your camp or conference center.
It's time to lose your grip.
This was a great article. Being in sales and 100% commission I have experienced this directly in the last 3 months or so. Thanks for the article.