First impressions hugely influence journalists, investors & customers. The opinions they form - and share - quickly become your reputation. In recent years, online reviews have become a vital part of the consumer's decision-making process.
Not only do reviews form the basis for your online reputation, but they also play a role in your Google search rankings.
Although it's hard to say to what extent reviews have on your businesses visibility in the search rankings (thanks to Google's famously secretive algorithms), they most certainly do play a part so it's important to monitor and respond appropriately.
Encourage your customers to leave online reviews.
Let them know that it’s quick and easy to leave business reviews on mobile devices or desktop computers – also, let them know how important online reviews are to your business.
If you have a verified Google My Business profile then you will have a short URL that's specific to your business, that you can give to customers in person, post on social media, print on receipts, in newsletters, at point of sale etc.
Other free to use popular review sites include Trip Advisor and Trust Pilot which allow you to customise your business listing and upload photos
Responding to negative online reviews
The first rule is to sleep on it. Don't rush in with an emotive or sarcastic response.
Thank the reviewer for their feedback (after all, you want to know about problems), apologise and offer a remedy.
When composing your response, bear in mind that, among consumers that read reviews, 97% read businesses' responses to reviews.
Of course, if the review is inaccurate or in some way breaches the rules of the review platform, then you will be able to ask to have it removed.
Utilising positive online reviews
Depending on the review site and the package you have, you may be able to highlight a particular review.
When thanking the customer for their review, be sure to let them know of any current offers or new services you offer that may encourage them to make a repeat purchase.
Share the reviews on your social media platforms.
Scene & Herd can nurture your reputation, make you stand out from the crowd, and give you a competitive edge – get in touch for an informal chat.
Anna Davies: Email: anna@sceneandherdpr.co.uk
Ross (Monty) Montague: Email: monty@sceneandherdpr.co.uk
Company Registration Number: SC448325. VAT Registration Number: 162173427