Are Your Reviews Driving your customers away?
 
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Do you know Why Customer Reviews are a Game Changer?

Because, let's face it, no salesman, employee or marketer is going to be as trusted or persuasive as a real-life customer’s review of your business.

Reviews contain the benefits and features of your business that customers care about, in a language they understand and trust. 

After all, employees are paid and Facebook ads are made to say your business is THE BEST choice. That creates a lack of trust in both your employees and any of your ads.

You know what consumers do trust?

The words of your customers who received nothing for sharing their experience with you.

Provided you've built a positive online presence (the foundation of your Reputation Marketing) and are visible when people search for your type of business, your online reviews are the decider of whether or not you get a new customer OR lose another customer to your more customer-admired competitor.

They're either heading towards you or away from you!!!

Check these Customer Review Facts out:

  • 88% of consumers say that they trust online reviews as much as personal recommendations. – BrightLocal.com
  • 97% of Business to Business buyers said that user-generated content, like user reviews, is more credible than other types of content. – Thismoment.com
  • 40% of buyers form an opinion of a business after reading just 1-3 reviews. –  BrightLocal.com
  • 72% of buyers will take action only after reading a positive review. –  BrightLocal.com
  • Customers spend 31% more with a business that has “excellent” reviews. –  Invespcro.com
  • 44% of consumers say a review must be written within one month to be considered relevant. – BrightLocal.com
  • 89% of users will make a purchase within one week of reading reviews. –  ReachLocal.com

At this point, you should be convinced that you need to continuously encourage your customers to give you feedback so you can get your best reviews online promoting your business where it matters most.

That might sound like a lot of work, but technology rides to the rescue once again with ways to AUTOMATE getting those coveted reviews.

Wouldn't it be great to be able to automatically handle everything from gathering reviews and weeding out dissatisfied customers to promoting only the best reviews?

I’d suggest using Yap About, but I may be biased.  :)

The trick is to remember to keep asking for those reviews, only then can your customers become your greatest marketers!

So there are a couple of FREE ways to do this....

...you can send an email to your customer with a link on the bottom of it which drives them to your Facebook page.  Or you can do the same with a link to your Google Profile so that they can leave a review for you on Google.  In fact, if you have accounts set up with the likes of True Local, Product Review etc... you can add those links in too.

The problem with the FREE ways is that you're sending them to customers via Email..... which in today's fast paced world has nowhere near the success rate of SMS messages. 

Did you know that Emails only have a 20% open rate? 

Compared to SMS messages which sit at 98%...????.  

And get this - 90% of people open SMS messages within 3 minutes.... which is perfect if you want a customer to jump on a message and act whilst your service is still fresh in their mind.

So have a think about those statistics. 

Are you asking your customers for reviews regularly? 

And if so are you doing it by the most effective means possible - SMS?  If you're not then maybe it's time to check out how Yap About could work for you. 

 
Penny Clements
OMG - It's a bad review!!!!
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One of the key aspects of growing any business is providing superb service day in and day out.

Outstanding service can drive word-of-mouth marketing as well as positive online reviews for future growth. However it’s virtually impossible to keep every customer happy, and when you see a negative online review it can feel like your online reputation was damaged overnight.

Your immediate response will probably be “how do I fix my negative online review(s)”.

A negative review can actually have a positive effect on your business if you handle it in the right way.

Benefits of negative online reviews may be-

A/ Online Reviews show proof of what other customers think of your business –

It’s a bit of a numbers game, you just need many more good reviews than bad ones.   Reality is, the more customers you have the greater chance you will run into an unhappy customer.  But it's not all bad.  Here’s the benefit, according to a Marketing study:  

30% of consumers assume online reviews are faked.... if a business has NO negative reviews.  It shows that you're real.

B/ Online Reviews can help uncover problems or potential problems in your business –  

every small business has some things they can improve on.  Honest customer feedback can be one of the fastest and best ways to uncover things to improve in your business. Always look at customer feedback from a customers point of view to determine if there is room for improvement, or something you could or should have done better.

C/ Online Reviews can help increases customer service –

As your business grows, so does your staffing levels - it doesn't take long to realise you can’t do every thing yourself.  Online reviews allow you to measure your customer service and help you make real changes in the areas that your customers deem to be most needed.  You can implement a system to prevent the same problem happening again.

One of the most valuable things you can do is be proactive in improving your online reputation.

1. Respond and thank all reviews.  You really need to respond to every online review, not just the negative ones.  This way, you’re showing you care about all your customers, not just concerned with defending yourself against negative ones. (Which is a bad look to potential customers, who are checking out your reviews.)  Thank customers for their negative and positive feedback. This will show potential customers that you're willing to take constructive criticism to improve the way you run your business and serve your customers.

2. Try and be as open, honest and realistic as possible. Potential Customers can usually tell if a reviewer is complaining just for the sake of it, or if it’s a legitimate cause for concern.  Just be sure that you aren't seeing the same complaint over and over again. This is a big red flag to a potential customer.  If you or your team made a mistake, admit it!  Apologise, and explain your business will learn from it, and do it's best to stop it from happening in the future. When dealing with a complainer politely respond, thanking them for their valuable feedback, and always give thanks for the positive reviews. If your customer is willing to take time out of their busy day to write a review....good or bad - the least you can do is thank them. (Note: The Yap About System makes it easier for your customer to give you great reviews, and also alert you when a customer isn't happy - BEFORE they give you a bad online review.)

3. Reach out if possible – If you can, pick up the phone and and get a better understanding of their problem. This gives you a much better chance to resolve the issue and could lead to them updating your review in a more positive manner. and often doing this also leads to a repeat customer.

Also think about offering a discount, free service or product.  Nothing says you care more to a customer than giving something of true value to them.

Remember - always try and look at what's happened from a customers (and potential customers) point of view.  

If you can do this, it will pay you back tenfold!