Stand Bias
By Jake on June 1st, 2009
No matter how hard we try to look at something objectively, our bias’ soon take over. Whether it’s food, art, cars or real estate, our preferences ultimately prevail when making decisions in the consumer space. When we are making a purchase you would think we would turn to objective facts and statistics right? Wrong. Instead, we turn to total strangers who rant on blogs, rave on twitter, or ramble on about a product or company. However, it’s not the fact that they are ranting, raving or reaming that matters; It’s the value of that response based on a person’s experience. When we can hear it from the mouth (or keyboard) of someone like us, we tend to follow suit.
That being said, I will pose this question: Are you as a company providing a platform for the ranters, ravers and ramblers to share their experiences with other current and potential customers? Giving your loyal customers a place to rave about your latest product or share a recent experience with your great customer service department allows them to sell your company to other people.
You may ask: What happens if they speak negatively of our product or company? The answer is simply, fret not. Authenticity is what your customers are looking for, so give it to them. Use criticism as an opportunity to communicate with your customers in front of everyone, and respond by improving your product based on that feedback. This shows them that you are willing to admit mistakes and fix them. More importantly though is the fact that your loyal customers will be there defending the company that they so love. A company who is willing to embrace this level of transparency is more likely to keep current customers and win new ones.
All of these are opportunities for you to communicate transparently with your clients, improve your products or services and show your commitment to your customers all while building community and encouraging the spreading of a bias based on good experience with your company.
Site Remark is a tool you can use to provide a forum for your customers to evangelize each other and promote authentic community around your company. Sign up is easy; you could be giving your customers this remarkable privilege today.