Have you ever caught yourself doing something over and over again and thinking, “I’m freaking killing it with this!”? Sure, consistency is key to a lot of things in life. But what if you were doing that thing over and over again the wrong way or the most difficult way? Would you adjust how you did the thing once you learned how to do it better? Or would you continue to do the thing wrong or with difficulty?

One of the greatest sources of feedback to learn if your brand is hitting the mark or falling flat with every touchpoint is through customer reviews. Of course there are always going to be a handful of people that will never be pleased with your brand no matter how hard you try. But for the majority of those who leave customer reviews, any feedback they provide has the potential to improve your cannabis brand. And in today’s ever-growing cannabis market, you’re going to want feedback and reviews. Here’s why!

Cannabis Brand Feedback Equals Visibility

I’m sure you know by now that most people will look to the internet and social media for reviews on products and services before they make their purchase. But, something you may not have considered is that each review is like fuel for the algorithm machines. Every review made on popular sites such as Bing, Yelp, Google, etc. shows up as new content, pushing your algorithm score higher and higher. 

Another bonus for receiving customer reviews is that you can always repurpose them into content for your website, your social media posts, printed marketing materials. You get the point. Having positive reviews can have a huge impact and domino effect on your cannabis brand locally.

Positive Feedback Builds Trust

For those new to your cannabis brand, finding customer reviews on search engines, niche review sites, your website and your social media can help them understand who your brand is and what you stand for. That trust flows into the know, like and trust factor that most people require before they are ready to purchase from a new-to-them business.

Customer Feedback Is Word-Of-Mouth Marketing

Have you ever stood in line to purchase a product and the person standing behind you asks if it’s any good? Even the opinion of a complete stranger matters more to that person than not knowing anything about the product at all. Customer reviews and feedback are a type of word-of-mouth for those who may not be familiar with your cannabis business. Hearing, or in this case reading, reviews from perfect strangers matters more to your potential customers than going into your cannabis business blindly. Additionally, when you receive negative feedback, it’s an opportunity to show up and address the issue. Those public reviews and responses are visible to your potential customers. So how you handle the feedback is extremely important.

Customer Feedback Is A Direct Line to Your Customers

Speaking of how you handle feedback - Responding to your customer reviews is a great way to mitigate a huge PR disaster from negative feedback, as well as offer thanks and rewards to positive reviews. Knowing immediately that a customer is dissatisfied with your service or product is a great way to learn how to improve and address the issue before they file formal complaints or take it to the news. Wouldn’t you want to get ahead of the negative feedback before it bites you?

With positive feedback, you have a direct line to respond back and give thanks. You can offer them a discount code to return or invite them to ask for you by name next time they’re in. Having an open dialogue with any customers who offer feedback is a great way to build relationships for your business.

Feedback is crucial to the success of your business. It can help you learn and adapt, spread the visibility of your brand across channels, build trust and relationships, and expand the ways you can communicate directly with customers. So if you’re just getting started with trying to get customer reviews, we have an article on how to encourage them. Head to our blog titled, “Why Do Cannabis Customer Reviews Matter? And How to Get Them”.