When Are Customer Reviews More Than Just Customer Reviews? A Top Five List
By Rick McNeely...
Customer Reviews -
If You Don't Control Them Someone Else Will...
If you had the opportunity to control, or at least have a voice in a conversation about your business, would you do it? How about if that conversation was taking place on a stage in front of a full theater? Of course you would! This is why customer reviews are so important for your business.
Customer reviews on platforms like Google or Yelp are conversations about your business. The fact is, 90% of consumers read online reviews before visiting a business and and 88% of consumers trust online reviews as much as personal recommendations. Many times online reviews are emotionally driven and will influence potential customers to either visit your business or go somewhere else. That said, many businesses do not respond to reviews. As a result, both good reviews and bad reviews are left to stand on their own. A permanent report card about your business.
The Top 5 Examples of when customer reviews
are more than just reviews ...
5. Customer comments reveal both strengths
and weaknesses about your business...
Good customer comments give reason to celebrate. In other words, everyone likes good news and everyone likes a pat on the back. Simply stated, good reviews tell you what you’re doing right. Moreover, great reviews highlight your strengths and motivate your team by calling out superior performances.
What about a negative review? Similar to positive reviews, negative reviews point out characteristics and trends in your business. Equally important, you can use negative reviews as a learning opportunity for yourself and your team.
In summary, respond to reviews, learn from them and take action.
4. Online reviews are conversation about your business...
Reviews about your business are conversations. Furthermore, they are conversations that both encourage and discourage people from purchasing your product or service. That said, why wouldn’t you want to be part of the conversation? Respond to all reviews and do your best to manage the conversation. Remember, if you don’t manage the conversation somebody else will.
3. Customer reviews are free advertising...
People check out reviews prior to purchasing. That said, use your responses to customer reviews as free advertising. Responses to reviews are your opportunity to clarify your intentions and thank your customer. In other words, review responses are free advertising to highlight your brand’s commitment to quality and customer satisfaction.
2. The customer puts your all-stars on display...
Customer reviews that call out great service are excellent motivators for your team. Equally important, recognition of a job well done goes a long way in retaining the best employees while modeling your culture of customer satisfaction to the entire team.
1. Customer reviews are an opportunity
to speak with customers...
Why are online reviews important? Simply stated, customer reviews are your opportunity to speak with your customer. Customer reviews are your opportunity to thank and listen to a VIP, your customer. Don’t miss the opportunity!
Where do I begin and what are my next steps?
1. Claim your review pages
2. Monitor your reviews
3. Respond positively to all good and bad reviews
4. Share your reviews with your team, follow-up and embrace reviews as a way to improve
5. Solicit more reviews!
Do you need to find a partner
to help with the management of your Reviews?
If you’re not managing your online reputation or allocating marketing budget to reputation marketing, we would highly recommend you do so. The cost of having your in-house team (or an agency) monitor your presence and make ongoing efforts is a great investment. Of course, if you have any questions please don’t hesitate to send me an email at rickmcneely@operationreputation.com.