Updated: Feb 25, 2021
ENSURE YOUR ONLINE REPUTATION ACCURATELY REPRESENT YOU AND YOUR COMPANY!
STATISTICS WORTH SHARING:
According to Forbes, 93% of consumers read local reviews to make a buying decision with 85% of consumers trusting reviews as much as they would recommendations from friends and family. In a similar study by Invesp Marketing Group, 92% of users will use a local business if it has a 4-star rating. Consumers are likely to spend 31% more money at a business with excellent reviews while 85% of consumers will hesitate to purchase from a business that has negative reviews.
Negative reviews about your business negatively impacts your business. Positive reviews will positively impact your business. It’s that simple. Rather than combating negative reviews and changing a potential customer’s decision to do business with your company.
A proactive approach to managing reviews and building your online reputation is the best alternative and most effective way to build your business.
At TIENNE Consulting, we are reputation management ninjas to help manage your online reputation while providing strategies to develop a positive digital presence, increase customer engagement and ultimately grow your company’s revenue.
USE THE POWER OF THE ALGORITHMS
Algorithms rule the online world. And the algorithms are fed by frequency and quality of reviews. Essentially, the more reviews you have AND the better reviews you have increase your rankings and visibility of your company’s profile in the search results. Knowing this is a crucial part of search results is key to managing your online reputation.
MANAGING YOUR ONLINE REPUTATION - GOOD & BAD:
A good rule of thumb is to respond to 100% of all bad reviews. This would be one, two, or three star reviews on Google or Yelp. Or if a message is posted on Instagram, Facebook, or Twitter sharing the customer’s less than perfect experience. And 50% of good reviews, those leaving positive
comments and four or five stars, should be responded to publicly. All responses to your customers should always be a personalized message. Customers are savvy to understand if a Bot responded with a generic message or if an actual human took the time to read and follow up.
With negative reviews, respond with tact while sharing how this was resolved for the customer so future guests can expect the same will not happen to them. Addressing the problem internally is a critical step to prevent future poor customer experience. For instance, If it is customer service related, address the issue with the appropriate employees and communicate this to the outcome to the customer. Most customers who leave a negative review simply want their experience acknowledged. Offer a genuine apology when warranted. Conversely, when addressing positive reviews, personalize the message to the experience offered and invite the customer back.
ENCOURAGE ONLINE REVIEWS:
Make online reviews a priority as it is an easy way to increase loyalty among existing and future customers. Most consumers are quick to offer a negative review voluntarily while needing to be reminded to share their positive experience. So remind them! Send a follow up email after a transaction is made, have a sign in your store, write it on the receipt. And perhaps the most effective way of obtaining a review is to simply ASK for one. Remember, most of these processes can be automated. We encourage you to automate when possible to take the heavy lifting out of the task.
USE CUSTOMER REVIEWS & SENTIMENT TO INNOVATE:
Listening to customer sentiment can be a powerful tool for your company to pivot and innovate based on consumer needs and wants. Use your customers’ sentiment to improve your business operation. Online reviews are usually raw and honest. Instead of paying thousands of dollars for a focus group to tell you areas of improvement, look to your past customers and hone in on the common areas of opportunities and then implement them.
Trust in a review is trust in YOUR business. Don’t let online reviews go unanswered and unnoticed. Use your customer sentiments to improve your business while rewarding loyal customers. And when you need additional, outside perspective, give TIENNE Consulting a call and we will help deliver and execute a comprehensive plan to help your company go from merely surviving to THRIVING.