Nowadays, online reviews are very critical to the success of your business. with nearly 90% of consumers online will only considering purchasing from a business if they have a star rating of 3 or more, and most of the time, they won’t even check or go to page if it’s lower than 3 stars. Giving answers to online reviews such as on social media, Yelp or Google is a critical piece that not only building a positive online presence but also encouraging other consumers to leave their feedback and invite potential customers to engage with your business.
Why is it important?
Around 94% of consumers say that a bad review has convinced them to avoid a business.
More than 53% of customers expect businesses to respond to negative reviews within a week.
There are around 63% say that a business has never responded to customers reviews at all
45% of consumers say they’re more likely to visit a business that responds to negative reviews and take responsibility for the negative experience.
There are 7 steps to give respond on Negative Reviews online:
Address the reviewer. A simple “Good morning or Hi (first name)” is good enough because your customer wants to be heard individually, not just a generic “Dear sir/madam”. Calling them with the first name will make the respond personal and authentic.
Say Thank You. This is a respond to show the customer that you really appreciate and value their feedback. It means you listen and take their review seriously.
Sympathize and Apologize. By saying this, it shows that you care about the customers and you are not too proud to own your own mistakes, even though the other employees did that or the products are broken. Customers don’t appreciate businesses that too proud or too big to apologize to the people
Take Responsibility. After saying sorry, the business owner must take responsibility and don’t make any excuses. Nobody cares or listens to your generic excuses. It also shows that you hold your business to the highest standard.
Make things right. Not just addressing the problem, but you also need to fix it right away, to show professionalism to your customers. If there is nothing you can do to fix it, communicate any changes or improvements that you will do to make the things right.
Take the issues offline. There is nothing wrong with contacting the customer directly by sending a private message. It’s better than taking the issues online, this will show the customer that you do care about their problem and they might change their negative opinion about your business or company.
Ask for a second chance. Don’t just say sorry or ignore them. You can always invite them back and show them how great your business truly is. This is also a good opportunity to create a connection between the customer and you. It will establish confidence among your employees and customers that you are a great business that cares about people.
Even though positive reviews won’t drive away customers, it’s a good opportunity for business owners to build relationship and gain new long-term loyal customers for their business. Giving respond to a Postive Review is way easier.
There are 5 easy steps to follow:
Say Thank You. It sounds generic, but it has a big impact because you show appreciation for the customer who took their time to share their great experience with your business. Besides, positive reviews and high rating will be a powerful tool to attract new potential customers and in fact, it will also influence their decision-making process.
Reinforce the positive review. Customers usually will mention what they liked best about their experience. You need to identify it and mention that, it will be a good subtle marketing technique and it will add great value to your business for others to see.
Pass along the compliment. If the customers mentioned name of some employee, you need to address that and mentioned that you really appreciate that, and their hard work to ensure the customers have the best experience. It will show the people that you do value your employees and appreciate their hard work.
Let customers know you would love to see them come back. Make the customers feel happy and welcome by telling them that you are looking forward for them to come again, they will appreciate it and might bring their family, friends or even coworkers to come and visit your business again.
Mention other products or services. When inviting people back, be careful not to sound too needy or try to sell them something more. Mentioned it short but clear.
PS. You can also mentioned that you have a social media or a website for them to follow up with new products or services or just wanted to keep in touch.
Remember to always give respond back to any reviews, it can help you to build your business’ online presence and create positive reinforcement for your brand.
Review Management Best Practices
At the end of the day, people can tell that if your business is grooming your reviews if all of your reviews are too positive. From a consumer’s perspective, it is better to see a business with a mix of reviews, mostly positive but with some negatives as well.
Top 10 Review Websites to Get More Customer Reviews On
In the blog, U.S. Ranking, % U.S. Traffic, and Average Monthly U.S. Traffic (unique visitors) data are sourced from Alexa. Businesses should strive to get business reviews on business review websites that are going concerns, review sites that people know about (and go to), and that are relatively friction-less (sites consumers have log ins or can go in easy to leave a review).
Search Engine Optimization is important to consider when creating and publishing any kind of online content—whether it’s your business website, blog or otherwise. The better your business gets at optimizing your content for SEO, the more likely you are to be seen online, and the more business you’ll get to your storefront!
All in all, it’s a pretty swell time to be building a website for your business. Hosting is cost-effective and secure, design templates have never looked nicer, and there is plenty of great content out there to help guide you through the process. But if you are ever curious if your website is serving you well, just follow this tip from Kevin Lao at Google: take out your phone, pull up your site and ask yourself “do you like what you see?” Now go to your closest competitor’s site and ask yourself the same question. Your answer will tell you all you need to know.
According to Google, 9 out of 10 of local searches lead to action, with more than 50% leading to sales. If businesses have a good web presence, customers will go to them rather than the competitor. Once they’re in the store, 79% of customer use their smartphones inside to look at reviews or compare prices and 74% of them end up making a purchase. Those numbers alone make the opportunity clear: online reputation management is essential for your business to get consumers in the door to make the sale.
Your website content is one of your most important marketing tools. Whether or not people engage can mean the difference between one dollar and one million dollars in revenue. It’s worth it to take the time to make your website beautiful.
You know why SEO is important for the success of a website and your business overall. Being found in search is one of the best ways to find new customers when they’re seeking out your products or services. While SEO is increasingly important, maintaining rankings and working to constantly push out competitors is an arduous process. If you don’t have time to stay up-to-date on Google’s algorithm changes, cleaning up metadata, keyword research and link building, consider outsourcing to someone who has this as their main focus.
How to Use Paid Ads to Grow Your Facebook Following
So, you’ve got your Facebook Business page setup and you’re posting regularly. You’ve even got some likes and shares. That’s great! But why stop there? With over 1.79 billion users active on the platform every day, there’s a lot of real estates to cover, and your content can only reach so far without a little help. That’s where Facebook Paid Ads to come into play.
Content marketing is an effective strategy to interact with consumers and introduce them to your business’s brand. By providing consumers with value before they even visit your store, you are building positive relationships and connections to your brand, resulting in long-lasting customer loyalty and brand equity for your business.
Whose job is customer service? The truth is, customer service is the responsibility of everyone in your company. Building a brand means delivering on a promise again and again. It means consistency and maintaining effective customer relationships.
Tips for Providing The Perfect Customer Experience
Businesses are always looking for new ways to make a name for themselves and an excellent customer service experience is one of those ways in which a business can afford to get a great reputation in. Competition is almost always growing in any industry and new strategies and actions must be implemented to keep up with the constant flux.
Programmatic advertising is big, and it’s not something that will disappear in the next few years. According to a study from eMarketer, US programmatic digital display ad spending will reach $22.10 billion in 2016. The kingdom is expanding, and overtaking new advertising territory every day
If you are looking to achieve tangible marketing results, like capturing leads and driving revenue, my money is on newsfeed ads. If you want to really capture leads through Facebook paid to advertise however, I suggest using Facebook lead ads.
It’s important to create social media content that provides value to your customers without hocking spam day in and day out. To succeed on social media you need to know your consumers and keep them entertained. Don’t have time to test the waters?
Creating content for social media is essential—you need to be present where your customers are, and they’re on social. While it is free to partake, creating an effective social media strategy and sticking to it takes diligence and determination.
7 Social Media Tactics for Businesses That Struggle With Social
A strong social media presence is one of the best ways to be heard, and businesses are no exception to this rule. Forget the doorstep; there’s a whole world of potential customers and fans at your fingertips who are actively looking for brands that they can identify and engage with on a personal level.
What is Digital Advertising and Why Does It Matter?
Digital advertising is the process of using internet technology to deliver promotional advertising to consumers. Digital advertising encompasses promotional ads and messages that are delivered through social media, email, search engine ads, mobile banner ads, affiliate programs and website display ads.
We’ve compiled five easy tips that businesses can use to climb search rankings with speed. We aren’t saying that you’ll appear at the top of the search results in a couple days, but we do guarantee that using these tips will help a business climb search rankings on all major search engines over time.
Why Your Business Should Want More Reviews on Review Sites
There’s no getting away from business reviews. The good news is that there are methods to get more business reviews as well as effectively managing reviews from customers. Also, businesses needn’t fear negative online reviews, as there are ways to negate the effect of negative reviews.
The facts are in: if you are not using hashtags, you are missing out! With a tweet with hashtags being 33% more likely to get retweeted, these handy hashtags can make the difference between #GameOver and #Trending when it comes to social media success.
300 million—the number of people on Instagram every single day. Businesses are taking advantage of Instagram by using it as a resource to gain popularity and increase their customer base. In fact, top brands like Nike and National Geographic have over 60 million Instagram followers!
SEO is the key to conquering the internet, and as the digital climate becomes increasingly saturated, it is becoming more important than ever to make sure that you are making every effort to get seen on the web.
Business description and information are not enough to put your Yelp page on the main screen of the users. You need to improve your SEO on your page so Yelp's algorithm can catch a glimpse of your page. Check these 5 easy steps on how to do it.