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Understand the value of customer reviews

 

 

The importance of customer reviews

 



 

 

Online reviews are a powerful influence on consumer behaviour.

A US-based survey (BrightLocal 2017 Review Survey) found 97% of consumers looked online for local businesses in 2017. 85% of consumers trust online reviews just as much as a personal recommendation. We would expect to see similar behaviour in New Zealand.

Ask for reviews in person or by adding a link in your e-newsletters or correspondence. You’ll find that many of your loyal customers are happy to sing your praises. Allowing and encouraging people to review your business instills trust. Give your new customers confidence by helping them make a decision to purchase. 

 


Managing online reviews


Track your reviews

To effectively manage your online reviews, make sure to register for services that will track and report them for you. Google Alerts will report mentions of your business, or any other term that you select, in web pages, blogs, videos and discussions. Check your Facebook notifications and use Twitter Search to check for reviews daily. If you join review sites, such as Yelp and TripAdvisor, they will send a notification when you've been reviewed. Remember to also check any industry specific review sites like Builderscrack or Zomato.

Be responsive

Show customers you value their feedback by responding to their reviews. As a business owner you can simply like a review but we recommend taking the time to comment.  Customers like to be acknowledged as reviewers, you should do this regardless of whether the review was positive or negative. 

Respond to customer complaints

In many cases, customers will give your business an opportunity to remedy an issue before they take things online. People get upset when they feel they are not being heard so make sure your business is easy to contact, your staff are trained to deal with customer complaints and your response is appropriate and prompt. 

Encourage customer reviews Buzz Marketing

Negative reviews can be useful!

A mix of positive and negative reviews can help people trust the opinions they’re reading. In fact, some suspect reviews have been faked or censored when there aren’t any negative opinions. While negative reviews can make the positive ones more believable, a bad review still needs to be the exception rather than the rule.

We Manage Negative Customer Reviews Buzz Marketing

Managing negative reviews

Every business gets negative reviews. Most business owners would like them to be removed, however most sites generally won’t allow this. The best idea is to respond thoughtfully and promptly to a negative review, so others can see you are happy to fix any problems. Remain professional, admit your mistakes, correct inaccuracies and try to take the issue offline by asking for contact details or providing details so they can contact you. Once the issue has been resolved ask the person to update their review to reflect that you sorted the issue out for them.

If you can prove a Facebook review is written by a fake profile or the review doesn’t conform to Facebook Community Standards, you can report it. To contact Facebook about a review, select the drop down menu on the right hand side of the review, then select Report post.
 

 Get help with a negative review