Manage Online Reviews: The Solution Your Business Has Been Looking For
By Denise Prichard
Your business is only as good as it’s online reputation. Today’s customers don’t just blindly walk into local businesses and try them out. Instead, they take to popular review sites like Google, Yelp, and even Facebook to read up on what their fellow consumers are saying. In fact, 88% of customers look to online reviews for connecting them with local businesses before ever stepping foot into a brick-and-mortar. That’s why it’s more important than ever to manage online reviews.
If new customers find reviews of praise and a generally positive online reputation, you can expect new customers to start flooding your business’ doors. However, on the other hand, if customers find poor reviews and a generally negative online reputation, you can be sure customers will be staying clear of your business
With your online reputation holding so much influence on the success of your business it’s paramount that you manage online reviews and your online reputation as a whole. When there’s a will, there’s a way, and the right marketing automation software can be the way you’ve been looking for.
How it works
Acquiring customer feedback
First thing is first — prompting feedback from your customers. Maybe you don’t currently really manage online reviews because your business isn’t getting any feedback in the first place. We work to change this.
After a customer’s appointment, the software sends an email or text message prompting them to rate their experience. From there, if a customer gives you a rating of 9 or 10, they are asked if they wouldn’t mind sharing a few additional comments.
All of these prompts are automated. You simply turn on the customer feedback feature and then we will take care of the rest. You don’t have to send a single message or write a single word. Instead, you can focus on what’s important — your quality of service and customers.
Monitoring negative responses
By prompting customers to share their sentiments with you on a private channel, like text or email, you’re helping to greatly reduce the chances of them taking to public channels for posting a negative review.
For example, let’s say a customer has a poor experience at your business. We send them an automated feedback prompt and they express their unhappiness. This gives you the opportunity to quickly respond to alleviate any sour feelings. You have the opportunity to solve any potential issues in a quiet, private setting.
Without the ability to identify bad experiences and rectify the situation with that given customer, you run the risk of them taking to popular online forums and posting negative feedback or reviews in order to get their frustration out. You can now stop that scenario before it has the chance to take root.
Promoting positive responses
Not only can the right automated marketing software help to monitor negative reviews, but they can also help get your positive reviews the attention they deserve. If a customer gives you a rating of 9 or 10 and shares additional commentary the software then asks this customer if it’s okay to post this review online. You can get positive feedback from customers posted on popular, high traffic sites like Google Reviews, Yelp, and Facebook. Or if you prefer, we can also publish reviews right to your business’ personal website. You don’t even have to do any of the posting. We will do it for you.
This will help ensure you're getting positive feedback in front of new, potential customers for enticing them to come visit your business.