A big part of business and marketing nowadays have move to online and virtual world. In such ecosystem, having a bad online review of your business can hurt it in a way that you could never imagine. To better manage your small business, you need to know what people say about your business on Social Medias and sites like Yelp and of course, Google. In this article we will try to discuss about how to manage online reviews of your business.
Online reviews are nothing but suggestions or complaints by word of mouth. Since web reviews are written, they could be shared, revisited and last virtually indefinitely on the Internet, while a passing message on the street can don’t have the similar half-life.
Approximately 99 per cent agreed in a survey of nearly 700 consumers that reviews are important when it comes to choosing which companies to attend. However, only 30 per cent of companies report that customer reviews have a significant effect on overall business success. When we assess a small business ‘ performance by looking at customer loyalty and attracting new clients, so online feedback will have a significant effect on company results overall. Online reviews are where we could assess customer loyalty and draw potential new clients.
It’s OK to ask for a good review from a loyal customer.
A method for managing online reviews
If you’re with us up to now, you may wonder how best to monitor online reviews. This could be time intensive. Business owners can not explicitly see the effect of online reviews on their overall market performance. But obviously, they are significant. When you are about to actually look at the company’s online reviews, follow any of these basic guidelines.
Schedule time to check your online reviews
You might have to schedule time to do daily , weekly, or twice a month check-ins based on the number of online reviews you get. If you don’t have time to regularly check reviews, it may be better to delegate tasks, preferably to someone who’s very informed about digital marketing. If there is a especially positive or poor rating, it should be flagged.
Address especially good or bad reviews.
If you mark the reviews you need to address, you should be able to decide what to do. About half of companies will react to both positive and negative reviews, and the large percentage will react to some or most of them. For their marketing efforts, roughly 35 per cent of companies use positive reviews. You don’t need to answer to each single review as a business. But maybe that positive review from a loyal client could be used as a testimonial on your website, or to promote your other marketing campaigns. If someone is writing a complaint about your company, you may well be responding by saying that you are working to resolve or will fix the problem as necessary. You may also schedule multiple templated answers for positive, neutral, and critical reviews ahead of time.
Keep it positive.
It can be enticing to write a nasty comment to a reviewer who chose to write a review that was trashing your company. In these cases often the safest thing to do is to stay quiet. When you choose to reply back, please excuse yourself for everything you might have done and ensure the client that you appreciate customer support and that their problem is addressed. Replying to a bad review adversely or rudely can make the company look worse. Forgive the cliché because in the midst of a critical review, it is better to take the high road.
Find where the clients live.
Where do you get most of the online reviews? Figure that out and give priority to monitoring those platforms over others. Is that platform Google, Facebook, Yelp, Amazon or some other website entirely? Discovering which sites your clients use will assist with the overall marketing efforts, as you can eventually use these channels to reach existing and future consumers with paid ads as well. Finding out where your clients are most active will help to effectively focus your marketing efforts.
Promote positive reviews among your most valued clients.
It’s OK to ask for a good review from a loyal customer. You would like to find your cheerleaders for your business who’d be pleased to post sparkling reviews. Talk about it like demanding a recommendation letter. You could say something like, “Hey, for [X period of time] I always enjoyed you as a client, and wondered if you could spare the time out of your busy day to post a review of my company on [ABC website]? “Keep it easy. Ask what you wish for. You may be shocked at the reactions that you get.
Questions regarding online reviews
Which platforms are most important in online review?
The short answer is-it depends on the business and which websites your clients first visit and/or feel most credible. Here’s one response you can be confident of; reviews and testimonials on your website are Not quite as convincing as reviews on third-party sites.
Google search is always the first location the clients will start the search. And, Google My Business will first come up in the search and sum up reviews from around the web. Another reason Google’s online reviews are taken positively by users is that they can not be altered or deleted. Yeah, you must ensure you are always on top of that.
Customers who wish to see reviews on hotels and restaurants will always go to Yelp for reviews after Google. Some people also might visit a Facebook business page. But note Facebook lets you hide reviews. So you might not always get the most precise results.
If you sell a product, your customers can visit Amazon and see if that product has been tested and to see if the product’s quality is something they would be satisfied with. If your product is special to your company, then your clients would most probably want to see reviews from Google.
How to reply to a negative online review
Let’s face it. You WILL get a negative online review. Not just that, but it’s easy to get a negative online review for someone who has never been a customer of you. It does happen.
Were they a client?
Your first move is to check who posted the review online. You will then want to read it carefully to see whether there is any truth in it. Don’t be nervous or ashamed, reach out to the staff and the team to see how someone can balance a customer’s review. And if they can’t, does any aspect of the review hold any merit?
You don’t want to launch an online war. In other words, you have to think before you answer, since you don’t want that guy to come back and argue online with you. That said, not every negative review requires a reply. When you and the team agree this was NOT a client and there is no truth of what has been said. Maybe it’s better to avoid it. If you think it is a bot or a competitor and the review is false, you can attempt to delete it — but don’t count on it.
Sometimes the best bet is to tackle the question as easily as possible. Offer an apology for the negative experience. Don’t make excuses for that. Take responsibility, and figure out what you can do to make things right. You should simply invite the client to contact you, so that you can solve the problem together.
Gather your opinions and get your details together before you reply. Write down a version and do some edits. The very last thing you should do is to leave out a very emotional response. Here’s an overview you can use to answer your question:
Thank them for getting the incident to your attention
Recognize their situation, and then inform them what you did to resolve it. Don’t make excuses of why something occurred, that’s meaningless.
Keep the feelings out of it. You don’t want this to escalate. Alternatively, give clear contact details and make them take online chat.
How you react to a negative review is a marketing opportunity. Sometimes the best customer is a client who has experienced a negative experience and that has been made right.
Finally, the only way to “delete” a poor review is to fill the stream with some awesome feedback. And if you don’t have a system in place to get reviews, a bad review will get it started for you.
How to receive Good online reviews
The best way to get good reviews online is by delivering AMAZING user experiences. That’s not official or scientific, but I would say it’s significantly correct. Your user has to be about 10x WOWED to make an attempt to go to Google Reviews or Yelp Reviews or your Facebook page to write a review. And all it takes to get a bad review is the slightest disappointment.
Establish a process or system to keep the consumers happy and wowed. This can include simple things such as understanding who they really are, using their name, memorising their order or just making them feel very unique.
Treat each customer as a “reviewer” or as a secret shopper. And they are just that. Every client has the ability to make or ruin your credibility online.
The best way to get a good online review is to start making it a goal. Treat it like it’s a game! How do you make consumers feel SO unique to be motivated to post a review! Rewards staff who have been listed by name in a positive review.
How to ask your clients for an online review
A lot of companies put posters around the workplace that asks consumers to post reviews. I guess it’s easier to take professional approach. If your client looks pleased and says something good, then just ask.
Yet here’s one more thing:
Provide a basic customer service manual and pass it out after they personally SAY they’ve had a wonderful experience with you. For instance. “WWOW!” That was terrific! Thanks very much for addressing my problem. “Then you say” thanks so much-we ‘re working hard to make our clients happy. Do you mind providing your experience with a review? Here’s a quick guide to leaving a review online.
What’s the Best Online Review Management Software Tool
There are many great online review tools you could use to help collect and handle reviews online. There are higher priced options like Birdeye or Grade.us, but we have focused on two most reasonably priced alternatives.
- Pozative: it is among the few platforms offering a free mailing option for up to 25 emails allowing customers to check your company for FREE.
- Womply: You can see all of your reviews in one place using the free options. You can read about and reply to client review for $69 a month.
Consider online reviews an essential part of the marketing
Online reviews are definitely an essential element of business today. Around 65 percent of companies said that most of the reviews they get are online reviews.
Maintaining a good mood and a sensitive image on online review sites not only improves the popularity of your brand, but can give you more clients. Fixating on tracking, resolving and exploiting online reviews will prove to be helpful to your business. It can allow you to keep your clients happy and returning as well as win new clients too. People use online reviews to make purchase decisions, so lay back and start searching through them. If you’ve really got it, pat yourself on the back and you’re actually helping your company to achieve an edge.
Giving priority and promptly keeping a record of your online reviews should help you stay ahead of such bad reviews. Encouraging those with great reviews to come forward in combination with friendly response to negative reviews might tip the scales in your favor. Your online presence will quickly begin to draw more customers, and even more good reviews.