Get Started: Where to gather customer reviews
The online world is a boundless sea of thoughts and opinions regarding on everything; from cute cat videos to whether or not Bradley Cooper and Lady Gaga’s onstage chemistry is palpable (the answer is yes, but don’t tell Irina Shayk that).
The point is, the internet is, for the most part, an open platform for anyone and everyone to spout their thoughts on the newest fashion trends, celeb gossip, or even perhaps, your small business. According to moz.com, online reviews impact an estimated 67.7% of purchasing decisions; with the convenience of taking out your phone and googling a product/service leading to a staggering 90% of consumers now reading online reviews before visiting a business.
So, don’t shy away from these online tools! Embrace them, share them, and make sure to integrate them within your company’s brand awareness and customer service strategy. To help you get started, this week we’ve explored just a few of our favourite online review platforms:
Google My Business
Google My Business is a space for business owners to collate and quantify customer reviews and add additional information to your business’ search result listings too. Here you also have the opportunity to influence a first impression someone might take from an online review by reordering them and potentially illuminating the good over the bad. The system will still show your main rating but will funnel out those bad reviews, making your business a shining example of quality and control.
That said, ignoring bad reviews won’t quite cut it if you want to make the most of your customer feedback and use it to further your business’ development. Make sure respond to all reviews – both good and bad – to demonstrate how you listen to customers, and simultaneously encourage more engagement. A thank you for a positive rating goes a long way in how people perceive your business!
For more on how to respond to reviews, check out our guide here!
The world-renowned site Trip Advisor collates and displays reviews from all over the world to help flurry along the curious traveller. An essential one for all restaurants, bars and hotels, this platform not only gathers a star rating but encourages written reviews too. Users can then filter reviews by particular keywords whether that be your customer service, value for money, or whether or not you serve vegan options.
Another way to engage with online reviews is through the realm of social media. Platforms such as Twitter, Instagram and LinkedIn are a sure-fire route to establish a mutual bond between business and customer. Receiving beneficial information regarding your products/services, while widening your sphere of influence at the same time.
Facebook has its own review section on your business’ page where customers can post opinions, ratings and even recommendations. It’s essentially the same idea as Google My Business but with the personal touch of being integrated as part of the Facebook community. Oh, and it’s also “one of the top five sites that consumers check before they visit a business”, according to reviewtrackers.com. Thereby, making it a must-have tool for small business trying to make an impact in a world jam-packed with budding entrepreneurs.