Is feedback the new word of mouth, asks Nwes business consultant based in King's Lynn
A chat in the pub, a conversation with friends or recommendations passed through families. Trust was earned and steady custom and loyalty were the reward.
But then came along the internet and our insatiable appetite to be connected. We love to find out what others have experienced and read their stories or watch their videos.
Seems to me it tends to be the extremes of good and bad news we all love to consume. However in a PR Week survey earlier this year, they discovered that we are less likely to say something good about a business, or recommend them, as we were a year ago.
For small businesses getting customers to share good experiences is sometimes as simple as asking and guess what, many will. Maybe it’s because we live in a world where we’re encouraged all the time to share experiences through reviews and surveys. Feedback now seems to be the new word of mouth.
But these same sites allow us to vent. Sadly “having an off day” isn’t an option I’ve ever seen on any review site – you can be as good (or bad) as your last sale. These stories can now be shared around the globe quicker than you can say “wish I’d checked that before my customer did”.
So it’s no surprise therefore that when starting a business, social media and the well-known review platforms are increasingly part of the start-up plan.
How to get a new business off the ground is what our First Steps to Start-up programme is all about. We’ll guide you through the pitfalls and help you with the things you need to know to get your business launched. Plus we'll cover some of the basics such as tax, market research and how to manage the cash. Best of all its fully funded for most, so won’t cost you a penny.
Our next course runs on December 10 and 11. Book online at www.nwes.org.uk/events or call us on 01553 970970.