72% of consumers say that positive reviews make them trust a local business more. -Search Engine Land
88% of consumers say they trust online reviews as much as personal recommendations (vs. 79% in 2013). -Search Engine Land
Reviews are powerful. Why leave the public opinion of your company and brand solely up to your consumers?
It’s time to embrace the reviews. People are writing them, and influencing the opinion of others. Don’t just watch other people take control of your reputation – jump in and participate.
Most sites that allow reviews – Facebook, Yelp, Glassdoor, etc. allow a business owner to claim ownership of the page and post responses to the comments left by consumers – both positive and negative.
Responding to a positive review shared online will only strengthen the positive impression that user already had, and help to make them a stronger evangelist for your company. From the outside, someone reading a positive review that the business owner responded to with a kind note will help to further influence the level of trust for the reviews.
Responding to a negative review shows your concern for a negative experience, and that you are interested in making a situation right and improving your services. When a third party reads a negative comment that was addressed, it also helps to build trust with the company, rather than just the unsatisfied customer.
I recently listened to a keynote presentation by Jay Bear from Social Media Marketing World. The message focused on how to turn bad news into good. In one example, a business owner reached out to an individual that left a negative review regarding their strong dissatisfaction of the service experience. The owner thanked the reviewer, explaining how important customer satisfaction is in their business and how they appreciated the honest feedback from this customer. The business owner worked with the reviewer to have them visit all of the business’s locations and share feedback, in return getting gift cards to fund these visits. In the end, both the business owner and consumer worked together to create a great relationship, improving overall services for the business and creating one, and hopefully more, satisfied customers.
I love this example because it showcases the true power behind online reviews. While you don’t have to take your response to online reviews to that extreme, paying them no mind at all is a big disservice to your company.
Growing up in an entrepreneurial family where marketing was discussed over dinner every evening, it is only natural for Becca to bring her design talents home to Haley Marketing. Becca ensures the quality of Haley Marketing creative services. She also oversees the design and user experience for Haley Marketing products.
Becca graduated from the Rochester Institute of Technology with a BFA in New Media Design and an MBA. She jumped right out of school into a program called Remote Year. Spent the first four months as a freelance designer making ends meet to pay the bills and travel the world.
Fast forward, she's successfully traveled and worked remote for nearly three years. Becca now combines what she learned from design and business school with more practical knowledge and experience gained starting her club hockey team in college and three years of long-term international travel to provide world-class, easy and affordable creative solutions for your business.
