"We have a clear picture of what is going on out there on the customers’ side: Lipscore gives us a platform to see if the customers like our products and what they are saying about them"
"Henning has always been very quick to answer and helpful, absolutely no complaints here."
Converting unhappy customers into satisfied and returning buyers is the single most important value from using Lipscore. We are reading all the reviews and always reach out to the customers who share their negative experiences with us right away. We manage to find satisfying solutions and our customer retention is way higher than ever before.
We have noticed that customers are more likely to buy products that are “verified” by other customers.
It is impossible to collect insights and data we’re getting now without a tool like Lipscore. I have an overview of everything that’s happening with our customers and products in one place and we’re building statistics to be a ground for future business decisions.
When we get a very positive review, I print it out and hang it on the lunchroom wall to motivate the team. I obviously don’t do the same with negative reviews - if negative reviews reflect a recurring problem, I talk to the manager of the department in private and we are trying to solve it.
It happens that our customers who experienced issues in i.e. the shipping process, leave a negative rating on our product page, even if highly satisfied with the product itself, We reach out to them explaining that this is not a product review and kindly ask them to edit their review. We even send them a link to our Google Business Card so that they can leave a negative Service review there! Some of them understand and agree, but some get defensive, thinking we’re trying to hide something. This will definitely improve once we have Lipscore Service Reviews in place, which we are currently implementing.
First of all, we have a clear picture of what is going on out there on the customers’ side: Lipscore gives us a platform to see if the customers like our products and what they are saying about them. If they’re facing some trouble and/or there should be something wrong concerning the products, the feedback helps us to act promptly. Above all, we’ve had great success converting the dissatisfied customers into returning buyers! This is probably the best thing about Lipscore – It is easier to identify our unhappy customers and make them happy with us again, which is crucial for any business. Second, we’re building statistics for future business decisions. Third, once we have the new system in place we will start sending SMS invitations to the customers of our physical store, where 90% of purchases happen! Last but not least, we’re going to use Lipscore for promoting our superior service on our website and in marketing.