We have all been there. Before we decide our next move in life, be it finding a nice place for dinner or where to purchase your next vehicle, we head to the internet. There’s no doubt reviews of businesses help guide our decisions. In fact, a recent BrightLocal study found out that 91 percent of consumers aged 18 to 34 trust online reviews just as much as recommendations from friends and family.
Though it may seem strange to trust the opinions of those we do not know, online reviews hold a lot of weight, whether they are true or fabricated.
Taking attention to these reviews to maintain the integrity of your business is the first step in reputation management. Proven to increase sales, as well as morale for both your team and the customer, gaining a constructive, fool-proof plan will elevate confidence as a company, as well as build trust in your loyal clients and raise up your potential customer base.
But of course, there’s a lot more to it than just tracking reviews.
Reputation Management and Why You Need It
Daily management of major reputation sites is crucial. And though this may seem like a hefty undertaking, engagement in all types of reviews, be it good or bad, helps build your customer base exponentially. Having a team dedicated to this is smart, allowing for a streamlined process from beginning to end.
Good Reviews - Loyal clients will feel they got the attention they deserve when they see a response to their satisfactory review. Newcomers will also notice that attention-to-detail in personalized comments, enticing them to give your services a try. In just one move, you have encouraged new sales, and have built a better relationship with current customers. How about that!
Not-So-Good Reviews - On the other hand, responding to unsavory reviews shows that you truly care about your clients. We’re not perfect and mistakes happen sometimes, and letting the customer know that you’re going to make it right is impressive, and others will see that, as well.
By taking the time to respond, you’re salvaging customers’ opinions while simultaneously increasing your customer base. And you know what that means—more sales!
Get the Reviews You Want
What’s the best way to receive the reviews you deserve? Flat out ask for them. In this day and age, requesting feedback no longer seems needy. It actually helps your business look better by letting your customers know you’re ready to make changes to elevate their overall experience. Plus, this increases your reviews, because as we know, no reviews can be just as detrimental as bad ones.
By sending out an automated text or an email to your customers inviting them to leave a review, it makes it easier for them to provide their opinion. Additionally, cutting out the middle man (like third-party review sites) allows you to keep track of what they’re thinking. Easy access for them; increased positive reviews for you.