How do Online Reviews Impact my Business?
Online reviews are an authentic way for your customers to inform others of their experience with your business and service/product. This then helps other potential customers gather an understanding before their purchase. It’s crucial that your business monitors and manages its online review – it’s the most efficient way to maximise their value and ensure that your business’s reputation is accurately represented.
Over the past couple of years, online reviews have become a big part of our lives without even realising. A recent study shows that consumers are likely to spend 31% more on products from businesses with great reviews. Now, that’s a lot! Let’s delve into the impact online reviews can have on your business and why it is so important that you manage and monitor them.
Three Reasons Why You Should Care About Your Business’s Online Reviews
Online reviews are a great way to generate more leads and make those important sales. Have you ever checked the reviews of a product or service before making that oh so important purchase? Well, we as a collective take on board other people’s opinions, counting on them to tell you if they loved the product/service or not.
Good reviews = trust.
Reviews will help to elevate your business – you’ll be able to take those reviews and use them to improve your product or service. The perfect way to highlight those areas of improvement, good or bad.
Loyal customers, something all businesses strive towards. You may not even realise it but you already have some. Those customers who take time out of their busy lives to write those detailed reviews are most likely to be loyal. Reviews aren’t always one click of a button, they take time and consideration.
Online review sites are a great way to develop those relationships with your customers. You can reply to all comments (positive and negative) to show you’re interested and listening to what your consumers have to say.
Boost Internal Business Practices
Like any great business, you care and appreciate your customers. You wish for them to have a positive experience when you work with them to provide a service/product. Reviews allow you to explore the methods of your business when you see fit and adjust to improve your customer experience.
Improve Your SEO Rankings
Whilst you may not think it, reviews can help to boost your SEO rankings. When your business is being flooded with positive reviews, Google and other search engines prioritise your business on the search engine results page (SERP for short).
Retention & Reputation
Did you know… unhappy customers are 3x more likely to inform family and friends of their experience when compared to happy customers. This is why it’s so important to use this opportunity to reply to those negative comments. Reach out directly, addressing the issue in a professional, friendly manner. Try your best to turn this unhappy customer into a loyal, happy customer.
Why Should I Respond to Negative Reviews?
Negative reviews… unfortunately, you can’t just ignore them, they won’t be going away anytime soon. If anything, not replying will only make the situation worse. Show your customers you care by providing a detailed reply. There are many things to remember when replying to those negative reviews, including:
When replying to negative reviews, you’re not just replying to them. You’re replying to everyone who reads the review and potential future customers.
This reply is your chance to make things right. Take this negative review and switch it into a positive situation.
Replying to comments not only helps to fix the situation but shows that you’re grateful for the feedback. As well as working to improve the business to ensure this doesn’t happen to another customer.
4 Step Process to Responding to Negative Comments & Reviews
Step 1 → Apologise & Sympathise
The first step is to gather an understanding of why this customer is upset, acknowledge the consumer’s concerns. Here are a couple of ways you could start your reply:
“I’m sorry to hear you’ve had a bad experience…”
“I’m sorry to hear this, we will…”
“Hello Susan, I’m sorry to hear this…”
Even if you don’t agree with the review, show sympathy. Make the reply personal, using names and avoid using the business name or relevant keywords.
Step 2 → Explain What Customers Usually Experience…
Explain what your customer would usually experience, however, keep your replies short and simple.
Step 3 → Take the Conversion Offline
The next step would be to take the conversion away from the public eye. Provide contact details so that they can privately message you.
Step 4 → K.I.S.S
Keep it short and simple! Keeping your messages short and simple will help to avoid further upset. We would recommend 3-4 sentences is a good length.
If you would like to find out more, please get in touch today on 01604 806020 or head over to our contact form.