okay so get this today we're going deep on something that might surprise you oh customer feedback interesting yeah we're talking those Google business profile reviews you know where people leave star ratings little comments uh but we're not just skimming the Stars oh no we're going way deeper we're going to figure out how those reviews can help us find things that customers need that maybe they're not even getting like unmet needs exactly and then we're going to talk about how to use that knowledge to well to improve your business basically I love it it's amazing how much valuable information is hidden in plain sight right people get so hung up on those star ratings they forget to really look at what people are actually saying all right so let's start with the fun stuff you mean negative reviews yeah those are always a joy I know nobody likes getting them but is there a way we can actually use them to our advantage you know instead of dreading negative reviews think of them like little posts yeah pointing you right at the things that need work okay so don't get all defensive use those reviews to really pinpoint where your customers are feeling pain I like that for example imagine you have um a restaurant right okay and you keep seeing reviews mentioning rude staff oh yeah long wait times H that's a sign that you need to look at how your employees are being trained and how efficient your kitchen is right like maybe some extra training for the staff exactly some streamlining in the kitchen uhhuh turn those negative reviews into a to-do list I love that a to-do list for improvement right but it's not just about fixing the bad stuff right no not at all what about those glowing positive reviews H yes are they just a nice little ego boost they can be sure it feels good to be appreciated yeah but you know those positive reviews can also review some hidden strengths hidden strengths what do you mean I mean things that your business is already selling at maybe without even realizing it like say you run a small bookstore right okay and your customers consistently praise your staff for being friendly and knowledgeable well that's fantastic it is and it's a huge asset yeah recognizing the strength could lead you to develop some kind of customer service training program based on what your staff is already doing so well right that makes a lot of sense and then boom you have this Edge over your competitors so it's all about finding those hidden gems exactly the things you're already doing right and amplifying them exactly okay but what about looking Beyond individual reviews okay how do we spot larger Trends recurring themes in all that feedback ooh now we're talking this is where things get exciting all right let's hear it these recurring themes they're like a treasure map leading you straight to Opportunities you might have missed oo I like that for example imagine a local bakery okay okay they're seeing all these customers suggesting a delivery service that's a clear clear sign an unmet need right there so if they were to act on it set up a delivery system well boom that could open up a whole new customer base a whole new stream of Revenue so you're saying every little suggestion is a potential Gold Mine potentially yeah but isn't it kind of dangerous to try and do everything everyone suggests I mean wouldn't you get pulled in a million different directions you're absolutely right you have to prioritize okay good it's not about chasing every single idea yeah it's about looking for patterns common threads so if I keep seeing the same suggestion over and over Bingo that's a sign yes that's a strong indication that it's something worth looking into okay cool you can also use tools like sentiment analysis sentiment analysis yeah to get a sense of the overall emotional tone behind all those reviews huh what is that exactly basically sentiment analysis uses technology to look at all the language in a bunch of text and figure out if the overall feeling is positive negative or neutral so it's like taking the emotional temperature of your customer feedback exactly it's not just what they're saying it's how they're saying it powerful stuff yeah but at the end of the day it's not enough to just gather all this information no you have to do something with it right what are some actual steps that businesses can take to use this stuff first things first you got to have a system for collecting those reviews okay set up alerts so you know when a new one comes in uhhuh then play around with those sentiment analysis tools we talked about y they can be really helpful for spotting friends and prioritizing areas that need attention got it and most importantly talk to your customers engage engage respond to those reviews good and bad okay show your customers that you're listening that you value their feedback exactly create that feedback loop listen analyze and then act it's it you know I have to admit this deep dive has really opened my eyes to those Google Business Prof file reviews you too they're not so simple after all not at all they're a gold mine a gold mine of insights just waiting to be discovered absolutely so here's a thought for you all listening out there what hidden opportunities might be waiting for you in your own customer feedback H that's a great question take a closer look at what your customers are saying you might be surprised by what you find I bet you will and that's it for our Deep dive today thanks for listening thanks everyone
