Increased brand recognition . Customers are much more willing to trust reviews from other consumers than the promises of the company itself. C2B sites are very helpful for businesses in expanding their reach and increasing brand awareness.
Product development . Thanks to the reviews that consumers leave about the products and services they have purchased, start-up businesses can understand what their audience likes and what direction they should take.
Savings . Since organizations interact directly with singapore business mailing list consumers without intermediaries and commissions that they need to pay, costs are significantly reduced.
Before implementing the C2B model in your company's work, it is important to understand that it also has disadvantages:
Unpredictability . The C2B model is quite new. And if systems such as B2B and B2C have been used for a long time and are already well-studied, C2B is still not so widespread. A sharp transition to it can be really risky in the long term. This is due to the fact that its work is based on the opinion of buyers, which is beyond the control of business owners.
Customer attitude . Since C2B is highly dependent on consumers, there is also a high risk of receiving negative feedback. It is important to be prepared for criticism and listen to it, without closing communication channels or losing feedback.
Copyright and intellectual property . Since any content posted on the Internet is protected by copyright, disputes may arise over permission to use intellectual property. This is especially complicated when there are several claimants to this right.
The C2B model can be used not only in the work of the entire business, but also in the marketing part. In this case, Internet users will help the company in promoting its products. This can be either free of charge or for a small fee. In other words, C2B marketing includes customer reviews, referral programs, and cases.
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Reviews in the C2B model
The best method for getting feedback from customers is to simply ask for it. People don’t always write reviews themselves because they don’t think it’s important or they simply forget about them. They are also much more likely to leave bad comments and not share positive experiences at all.
Feedback forms
Text - a description of a product or service by the buyer. This may be his personal opinion about its use or a full review of the product.
Photos - pictures are attached to the text description of the product, sometimes buyers film the process of unpacking or using the product step by step.
Video reviews - in the form of a short video shot on a smartphone camera with an opinion about the product or professional reviews, for example, from YouTube bloggers.
Audio reviews are far from the most popular method, but they are one of the simplest, since the client does not need to spend time writing text or filming a video.
Ways to get feedback
Send a letter asking to share your opinion about the purchase - OZON always does this after the buyer has already received their order.
Use pop-ups on the site. Sometimes consumers want to leave their feedback, but do not know how to do it. Help your customers, do not hide feedback forms. In case the feedback is negative, it is better for your company managers to see and process it before users see it on a special platform.
Call customers after they make a purchase or provide a service. This approach is used, for example, when banks ask for a consulting assessment or when Internet providers help troubleshoot a router. With modern technology, you don’t even have to call yourself — a robot will do it for you.
Conduct a survey on the brand's social media pages with multiple-choice responses and a free-form feedback form.
After receiving the purchases, ask the customer directly to leave a review. Right after delivery, you can take a photo of the buyer with the product, record a video and conduct a short blitz survey with their opinion about the order. But if your client does not want to be filmed or leave a review, do not insist on it. Everything should be voluntary.
Collect feedback through chats with customers. This is also a good way to eliminate negative comments before they are posted on the site.
Look for reviews on the users' own social media pages and in the comments under review posts. To find them, you can use special services such as YouScan, SemanticForce, IQBuzz, and the like. These resources display company mentions by keywords. They can also automatically delete negative comments and respond to customer requests using templates.
You can ask and remind the client to leave a review, but often users forget about your request or simply do not want to spend time writing a response. In this case, an effective method would be to promise gratitude for their review in the form of a small bon