customer reviews webinar
Post on 13-Sep-2014
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Online Customer Reviewsand Reputation Marketing
www.buyfamous.com
Google Searches Last Month
Dentist, West Palm Beach – 2400 Appliance Repair, Denver- 2900Pediatrician, Philadelphia- 1900Nail Salons, Tampa- 1600
Question?
1. Your prospects are online – they have plenty of options and will
generally choose businesses with the most positive online feedback
2. Your existing customers are online – even though they may be satisfied with your product or service, they
are watching what others are saying
3. Your competitors are online – they can use your online reputation to develop strategies to take even
more business from you
Why Customer Reviews Are So Important
Reviews can help your business flourish or become critically challenged
People go online first to search for local products and services
Consumers post negative and positive feedback about businesses online
Other consumers rely on this feedback from other customers to help them make purchasing decisions
No reviews – or mostly “negative” reviews will hurt your ability to get new customers
An ample amount of reviews will help you get new customers
Online Reputation Marketing is a labor-intensive process that
businesses and individuals follow that involves “recovering” their
online image, as well as “building” a more positive image.
Both should be followed by “maintaining” that image which involves monitoring and responding to what is being said about your business online.
Then you must “market” the Reputation you have built- getting new accounts and a bigger “share of wallet”
from your current customers.
Customer Reviews Are A Major Factor In Almost Customer Reviews Are A Major Factor In Almost Every Type Of Online MarketingEvery Type Of Online Marketing
Let’s Take a Look at Some Numbers
72% of Consumers Trust Reviews
52% are More Likely to Use aLocal Business with Positive
Reviews
27% of Consumers Regularly Use Online Reviews to MakeDecisions about Businesses
WHY Your WHY Your Online Online
Reputation and Reputation and Customer Customer Reviews Reviews MATTERMATTER
““70% Of Consumers Trust A 70% Of Consumers Trust A Business With A Business With A
Minimum Of 6 – 10 Reviews”Minimum Of 6 – 10 Reviews”
“72% of Consumers trust online reviews as much as personal recommendations.”
MY Five Star Reviews Send Me Hot, PreQaulified, Presold Buyers!
Bad ReputationBad Reputation
No ReputationNo Reputation
Good ReputationGood Reputation
5 Star Reputation5 Star Reputation
Atlanta Dentists
Company name
www.buyfamous.com
Over 80 Million Businesses leave their
UNMANAGEDUNMANAGED Reputation
front and center for
EVERYONE EVERYONE that searches for their business name to see.
What About YOU ?What About YOU ?
What happens when someone Google's
my business name?
Am I listed?
Is my information correct and consistent?
Is my Google+ there?
Do I have 5 Star Reviews?
Reviews?Sure I have thought about them….but I really didn’t know how important they are.
Now, I know it’s time to: 1. start asking for them 2. capture them online3. training my help 4. marketing my five star reputation.
Building YOUR 5 Star Culture
Reputation Marketing vs. Management Pro-Active vs. Reactive Offense vs. Defense
Company name
YOUR 5 Star Culture
Your “business” must be reputation focused Staff must buy in Reinforced regularly
Customer Experience Defines Success
Must Have A System Track and Monitor
Make it EASY for Your Customers
Provide great products and top-notch service to make your customers WANT to leave a great review for your company
Setup an “onsite” review station at your checkout counter or front desk
Give them multiple ways for them to provide feedback
Respond to all reviews, which allows you to engage with your customers as well as show that you care
Get Reviews
Ask for reviews in your email messages that go out to your customer list
Ask for reviews in your direct mail materials
Ask for reviews on your social media profiles…
Reward customers who go online to leave a review for you.
Ask for reviews on the back of receipts, pamphlets, menus, etc.
Run a contest for your employees for soliciting reviews
Negative Reviews Can Happen
There will be “some” negative reviews, which is good as long as they’re not overpowering
Don’t ignore negative reviews; otherwise, you could come off as “uncaring”
Don’t argue with negative reviewers as it could enhance the negative impact
How to Respond to Negative Reviews
Do not panic or over-react to negative reviews; it’s bound to happen
Assess the situations carefully and resolve any issues with unhappy customers
Do not “argue” with your unhappy customers
Post your responses publicly so your customers and potential customers see that you actually care
Business Logo or Photo
Business Info
Employee Photos and Names
Review Rewards
Detailed Review
SMART Reviews
Review Buzz Cards
www.buyfamous.com