Bad word of mouth can damage a company’s reputation. The BrightLocal survey recently found that nearly nine out of 10 consumers read online reviews for local businesses. According to the survey, 57% would only use businesses that ranked at least four stars, and 68% said positive reviews made them more likely to use business.
Getting people to leave you the feedback you want Amazon, Facebook, or Yelp is not easy – especially for small businesses. But with the right planning and practice, you can receive more welcome and build your reputation. We contacted a number of experts on this topic, who suggested the following tips.
Providing the best services and products in its class
Haley Couch Yitzhak, head of marketing at the Sitejabber review platform, stressed that the simplest and most effective way to motivate clients to sing your praise online is to look for quality offers, especially the best customer service.
“If a small business does everything it can to ensure a positive experience with its customers, there should be no problem in receiving positive reviews,” he said. “But it’s very important that every customer interaction runs as smoothly as possible.”
To help with problems, always provide what you say.
“If your ad promotes certain services and products, make sure you can give them what you promised,” Yitzhak added. “In addition, always welcome your customers, with names if you know their names – whether it’s directly or by email. Personalizing the customer experience can be very helpful in building loyalty and trust. “
Plan to take that extra distance too.
“Offer your customers something extra to make them feel special, whether it’s an additional free month, a discount or just sending a personalized thank-you note,” Yitzhak said.
Finally, after providing good customer service, ask whether the patrons object to leaving you positive reviews on certain social media sites or platforms, through Google review partners, or even with handwritten letters – text that you can use on your website or in material marketing.
If a small business does everything it can to ensure a positive experience with its customers, it should have no difficulty receiving positive reviews.
Use an SMS text message to request a review
Chase Anderson, CEO of Lepton Marketing, said that using text messages to collect reviews from customers after they complete a transaction is a smart tactic with a high conversion rate.
“First, select an SMS marketing provider that has integration with your CMS or web platform. Then, connect your SMS software to automatically import customer phone numbers from the software that runs your website, such as WordPress, from CMS like Salesforce, or even use Google Sheets, “Anderson said.
Next, create and send an effective invitation message in less than 918 characters (SMS limit). Request direct feedback from customers in the form of reviews, and direct them to where they can be posted, such as Google. Also, give them an email or telephone number to contact if they have a problem, which can help reduce negative reviews.
“Remember – people will be more willing to review your product or service if it’s a recent purchase, so try asking for reviews as soon as possible. The same day is the best, “Anderson said.
Launch a local influencer campaign
Positive reviews do not always have to come from paying customers; You can also raise your representatives with the help of local influencers, including professional product reviewers, bloggers, and social media figures with many followers.
“Find influencers in your community who are active in your niche and offer them a product, service or monetary compensation in exchange for an honest, thorough review of your establishment,” recommended Jessica Wright, marketing and development director at Momentum Enterprises. “These reviews can be in the form of a blog post on their site or a direct review on yours, although I prefer the former because when the influencer posts on their own channel you usually get exposed to a larger audience.”
The review is best if it’s a first-person account of the influencer’s experience with your business. After you approve their writing, give the influencer an exclusive coupon code to share with their audience, which helps measure the post’s success.
“To find local influencers, search hashtags, Google local blogs or businesses, and investigate who your clients interact with online,” Wright said.