8 Practices Every Company Should Borrow From 5-Star Companies

Consumers today typically do a lot of research online before deciding to engage with a company’s product or service. Part of this research may involve reading reviews from other customers to see what kind of stars the business has received.

Businesses with a 5-star rating clearly have a head start in this scenario, as previous customers have trusted their business enough to tell other consumers about their outstanding experience. But becoming a 5-star company doesn’t happen overnight – it takes constant effort and a commitment to customer service best practices.

Below, a group of successful entrepreneurs have shared some key practices these top-rated companies follow and how you can replicate them in your own business.

Respond to negative reviews.

It’s impossible to please everyone who buys something from your store, says Chris Christoff, co-founder of MonsterInsights. However, that doesn’t mean you can’t fix it if something goes wrong.

“Responding to negative reviews is one of the reasons why 5-star businesses are so popular,” says Christoff. “When you see negative feedback, contact the customer immediately to resolve the issue. If successful, the user will likely change their review.”

Create your own customer journey.

Top-rated companies are able to imagine themselves as a customer and live their own customer experience. Mary Harcourt, founder of CosmoGlosuggests asking yourself questions such as, “How does it feel when you first find out? What is the buying process like? What is the tone of the email communications? Do you easily find answers to your questions ?”

“By playing the guest, you can spot your flaws and easily correct them to create a pleasant interaction,” adds Harcourt.

Focus on the small details.

Andrew Powell, co-founder and CEO of learn to winrecommends a relentless focus on removing pain points for customers.

“Think about the experience of opening a product from Apple,” says Powell. “Apple products are so well designed, down to the smallest detail of how a consumer opens their boxes – very easy to do, no tools required, etc. They care deeply about the customer experience, even down to the smallest detail , and this philosophy permeates the entire company.”

Stay creative and innovative.

Constant creativity and innovation is a sign that a company is obsessed with its customers, says Shu Saito, CEO of All filters.

“The driving force behind creativity in business is understanding what your customers need and responding specifically to those needs,” adds Saito. “Innovation comes from noticing how customers interact with a product and how technology and marketing models flow from that relationship.”

Invest in your employees.

According to Candice Georgiadis, founder of Digital Day5-star rated companies often encourage their employees to keep abreast of industry trends by developing technical and soft skills learning initiatives.

“The world is dynamic by nature, and your employees need to keep up,” says Georgiadis. “These sessions grow into something bigger, and with each training, the business as a whole grows. Investing in people will always be a positive return on investment.”

Engage with regular customers.

Today’s top-rated companies are focused on engaging with their most satisfied customers and encouraging them to leave reviews about their experience. This, says Fehzan Ali, co-founder and chairman of the board of Adscend Media LLCbuilds a deeper connection with their customers while showing their deep commitment to customer experience.

“It also helps to further strengthen customer satisfaction, brand loyalty and new customers’ expectation for high-quality services,” Ali adds.

Provide top notch customer service.

According to Stephanie Wells, co-founder and CTO of Formidable shapes.

“From their FAQ page to their contact page, these companies make themselves easily accessible so customers can quickly access solutions and get their questions answered,” Wells notes. “Customers are more likely to return to a business with quality customer service.”

Make it easy to contact you.

Delivering 5-star service and support is simple at its core, says Syed Balkhi, co-founder of WPBeginner: You need to make it easy for customers to contact you.

“Add forms to your site, share a work phone number, share your email, and use a chat tool,” recommends Balkhi. “And then respond! When your customers can connect with real people in your business and get help, it immediately creates a 5-star experience and builds customer loyalty.”

The opinions expressed here by Inc.com columnists are their own, not those of Inc.com.

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