the big interview
“A positive customer
experience and the feedback
that follows, reflects positively
not just on our brand but I find
it to be a really strong motivator
for employees, having positive
impacts on staff morale”
What can a business do to ensure it gets great reviews
from customers?
First and foremost, it’s about providing a genuinely good service
and experience for customers. Following that, encourage your
customers to provide a review - good or bad - either via your
website, email communication or social media pages. Being
responsive, transparent and honest about how you handle
negative reviews also encourages those who have something good
to say to feel like they should express it. People trust a business
more if they feel they are being listened to. The trick is to make
sure consumer perceive their opinion is valuable to the community,
not for the company, so that they come back and review on a
regular basis... making it second nature after purchasing.
Tell us about your relationship with Trust Pilot and its
importance to your overall business strategy
Mazuma Mobile has over 95,000 customer reviews on Trustpilot
with a 98% Trustscore. We publish customer reviews and the
score on our website and it’s an amazing way to inform our clients
that they can trust us. Using third party to take your reviews is an
advantage, because sometimes customers are wary of companies
who collect this type of data in house.
We try to nurture customers’ trust in Mazuma in everything we do,
from avoiding misleading messages on our website and ads, to
responding immediately to any enquires via our support desk.
Giving our customers a simple way to provide their feedback positive or not- has had a clear positive effect on the way they
perceive our brand. We listen to our customers and have refined
our service in response. For instance, often customers are looking
for a quick payment option and might grumble about waiting all of
three days for a payment - which is by industry standards already
pretty quick. We were the first to introduce same day payment in
the industry. Similarly, we were at first inundated with requests to
assist in deleting data from particular models of phones and
tablets. In response, we were the first to create a data deletion tool
on our website that features hundreds of models and provides
step-by-step instructions on how to delete information.
11
What’s your view on the relationship between employee
engagement, customer engagement, performance and
profitability?
Ultimately they all fit together. I strongly believe happy customers
are good for business. A positive customer experience and the
feedback that follows, reflects positively not just on our brand but I
find it to be a really strong motivator for employees, having positive
impacts on staff morale. In turn, a customer engagement strategy
that is working well via a reviews process can help to identify weak
points in your business model. If you respond to it quickly, it will of
course improve your company’s performance and overall success.
As our business is based low margin, high volume, it is extremely
important that we remain lean and efficient.
Q