As a business owner, you've undoubtedly invested great amounts of time, sweat and tears into your business. You pride yourself in your accomplishments and your great customer service. Until one day it all starts -- you discover negative reviews about your business. At first you might be confused or even angered at remarks, but as a business owner, you realize the world is watching and professionalism matters.
In this article, we would like to put forth guidelines and best practices for engaging your customers online and monitoring your online reputation.
ALL of your marketing efforts (whether online or offline) lead to a consumer learning more about your company. Therefore, finding anything other than impecable reviews will quickly drive your customers away. Still not convinced?
- “85% of consumers conduct online research before making a decision”
- “79% of consumers trust online reviews as much as personal recommendations.”
- “A one-star increase in Yelp rating leads to a 5-9% increase in revenue.”
Whether you received a glamarous review or a less than flattering review, it's always important to engage your customers by responding directly to a review. Not only does this show you have great customer service, it also helps you build a relationship with the customer.
According to a recent study by Bazaarvoice, 7 out of 10 respondents said their opinion was changed after a business responded to a review. Furthermore, when a potential buyer saw that the businesses responded they showed a higher purchase to intent.
As we previously discussed, your overall ratings and reviews contribute a great deal to your profile visibility score. Frequent reviews of your business and engagement with your customers through those reviews are more important than ever. In a recent test, we have found that when checking out a nearby business, over 50% of patients visit the reviews page first.
While businesses can never pay to have reviews removed, business owners can respond directly to customers. Again, this helps you engage your audience while re-establishing trust among your previous customers. To access this feature, contact your Where's Weed account representative.