Why Online Reviews Matter for Your Business
1) 68 percent of buyers trust sentiments posted online.
“I read it on the Internet, so it must be legitimate.”
There is more truth to it than we understand. The web is brimming with opinions. A standout among the most famous online review websites, Angie’s List, has 207 million visits every month. This incorporates individuals looking for and imparting insights on various businesses. Presently factor in that clients is perusing up to six reviews, both positive and negative, before frequently having met you or ventured foot in your place of business. What is being said in regards to your business should matter to you since it makes a difference to each other individual.
2) 88% of buyers confide in online reviews as much as personal suggestions.
The majority of the customers confide in the assessments of outsiders on the world wide web as far as their own companions. While an online review originating from an unknown client, or one which does not appear to be authentic won’t fall into this class, online business reviews can be astute, intensive and individual, much like a trade between companions.
3) Customers will most likely share awful encounters than great ones.
Sharing a bad customer encounter online is a simple approach to express disappointment. It just feels great to inform different individuals when you’ve been wronged. At times much more significantly, to a reviewer, is the chance that an awful review may spare someone else from having a similar bad experience! Consider your last bad customer encounter–did not you inform anyone concerning it?
So, it is crucial for you to proactively request that satisfied customers leave online reviews as well. A negative review will undoubtedly occur sooner or later, yet would not it look more pleasant encompassed by a whole package of good ones?
4) You are able to transform a negative review into a positive review.
With the assumption that your potential clients peruse online resources, negative testimonials can possibly significantly affect your business. Reviews are impacting the sentiments of potential clients, however, they don’t need to be a lasting blot on your record.
When a reviewer says something negative about your company, you have a chance to offer customer service. Attempt to heal the circumstance with them via a statement of regret and a gesture such as a discount. Since what is superior to letting off some steam about an awful ordeal? Replying to a negative online review having an apology and a generous offer to turn the negative review into a positive one.
Reputation management services let you take a load off of worrying about your online image and manage all your online performance. The catch is that you employ Reputation management services from just the best professional as it’s your reputation at risk which is the crux of any successful enterprise.
Outside the food and hospitality industry, it can be a real struggle for companies to receive positive reviews.
Consumers don’t typically review their landscaper, health club, car rental service, and several other business types that they interact with on a daily basis unless something goes wrong.
As a result of this, we talk daily with firms who do outstanding work and have a great real-world reputation but have more negative online reviews than positive.
For business owners, this disparity between offline and online reputation is beyond frustrating. So what’s a company owner or general manager to do if they find themselves in this circumstance?
Ask happy customers for Reviews
Always ask your happy clients to take a minute of there time to give you an online review. You ask right after they tell you how good the treatments was this would be the perfect time to thank them and for there business and ask them for the review.
But first, you may be wondering: Is it okay to request reviews?
Yelp, however, has issued contradictory statements on whether or not you’re allowed to ask customers for testimonials. I inquired Yelp directly, and they told me that it is okay to request reviews as long as there’s no incentivizing (View #2 in”5 Yelp facts business owners should know”). For all of the other review sites, you will need to check their terms of service and guidelines.
Now that we’ve got that out of the way, let’s dive in…
There is no better way to ask for and receive, reviews than to do it in person. The person-to-person request is remarkably effective, especially if the requester has spent plenty of time with the client. We have found that asking in person can garner you seven to eight times more reviews than inquiring via email.
Let us take a furniture shop as an example. A sales associate might spend an hour or more assisting a customer pick out and customize just the ideal couch for their home. They get to know each other over the course of that time, talk about where they are from, their families, etc. A mini-bond is built at the time spent together.
At the end of the sale, there is currently no individual better positioned to ask for a review than this sales partner. The associate can explain that it helps other clients who are researching them and gives a true perspective on the business.
If you’re thinking about asking customers for reviews, first try to work out the customer touch points and that within the company builds the deepest relationship with the customer. That is likely the person who should be asking for reviews.
The “tip” trick
The”tip” trick is just one of those review growth hacks that may work really great particularly industries. The strategy is that someone who has spent a lot of time with a client then asks for a review, but throws in the kicker of, “If you had a good experience and include my first name at the review, the business gives me a $10 tip.”
This little”sweetener” gives a client the excess incentive to leave an internet review, particularly if they had a fantastic experience.
We have seen this strategy work best with services provided in and about customers’ homes.
The service providers work hard, and people sometimes need to tip them for their job; this strategy gives customers a free way to trick someone who did a fantastic job.
For the right companies, this can drastically accelerate the amount of inspection that comes in.
Asking via email or Text Message
Asking for testimonials via email is a little trickier. There are cases where you do not have a lot (or any) face time with a customer. In those instances, email could be your only alternative.
One of the tools Wpbooker.com uses to get more reviews for Metamorphosis Day Spa is Grade.us and Birdeye to get a lot of online reviews.
If you are going to ask for testimonials via email, or use the review funnel tools that I mention above, I strongly urge you to pre-screen your customers through an internal survey before following up with another email asking them for a public review. While this may sound like cheating, it’s not any different from what you would do in person.
If someone is clearly upset, you wouldn’t ask them to get an internet review. Likewise, using triggers from an internal survey allows you to apply this same human logic, just algorithmically.
Have the email come from a real person’s email address (Even better, have it come out of a name they’d recognize, like someone they worked with).
Have the email written as a personal request from that same person.
Have a very clear call-to-action link/button. Remove random social media or website footer links — just like good conversion rate optimization, possess a singular aim of users clicking the review button.
An exam using a plain-text email versus an HTML email.
Test different subject lines: We have found that using the person’s name in the subject line works well in many instances but falls completely flat in a couple of others.
Test different email copy to see what performs best.
As with any good campaign, test everything until you’re getting the best conversion-to-review rate possible (not just open rate). An email will almost never work in addition to asking in person, but it could still be quite effective at scale.
An organizational initiative
We’ve noticed that reviews tend to be a slow trickle until obtaining them is truly adopted as an organizational initiative, not just some side project done by marketing. The best strategies for making reviews a priority across a company include:
Making better reviews a top-notch focus; executives will need to communicate the importance.
Obtaining organizational buy-in on the importance of testimonials by helping workers understand the direct impact they have on the enterprise.
Training key employees about the best way to request reviews.
Developing a scorecard that monitors reviews by locations (like our SERP score, but for reviews).
Providing awards and bonuses for the locations that have the best online reviews.
The simple act of requesting testimonials starts to put the power back into your hands. Many business owners just throw up their hands in the air and suppose there is nothing they could do. However, as you can see, it’s quite the opposite.
Can We Offer An Incentive
If you offer an incentive? Let’s say, we will give you a 10% discount or free treatment, if you leave us a review or, hey, we are having a contest. Now, that’s a really terrible idea because it’s against guidelines for the majority of these sites. Just don’t do it it’s illegal just ask Metamorphosis Day Spa in NYC NYC attorney general Eric Schneiderman office hid them with a lawsuit.
Should you ask for reviews on Yelp?
I may have mentioned this past week, however, the answer is no, you shouldn’t request reviews on Yelp.
One, it’s against the guidelines. Yelp does not want you to request reviews. Two, if you did ask for a review, chances are very good that review is just going to have removed anyways because these people are not active Yelpers. If you just ask every one of your customers for a review, they will create an account, they will leave a review, and then they’ll never use Yelp again, and it enters the filter. So most of those reviews will get filtered. The only thing that you need to do is inquire active Yelpers. And one thing that Yelp actually endorses is, they recommend that you do, is a check-in offer.