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How Online Customer Reviews Can Impact Your

Local Business

www.buyfamous.com

By: Chow Mah

Phone: 587.331.9288

consult@spancept.com

Why Customer Reviews Are So Important

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

Why Customer Reviews Are So Important

An ample amount of reviews will help you get new customers

No reviews – or mostly

“negative” reviews will hurt your ability to get new customers

Reviews can help your

business flourish or become critically challenged

SPANCEPT

Let’s Take a Look at Some Numbers

72% of Consumers Trust Reviews

52% are More Likely to Use a

Local Business with Positive

Reviews

27% of Consumers Regularly

Use Online Reviews to Make

Decisions about Businesses

WHY Your

Online

Reputation and

Customer

Reviews

MATTER

Encourage Your Customers to Leave Reviews

The more online reviews your business has, the better

Avoid “fake” reviews at all

costs Simply “ask” your satisfied

customers to leave online reviews for your company

ASK Your Customers for Reviews

Ask customers who come into your establishment to go online to leave a review

Setup an “onsite” review

station at your checkout counter or front desk

Ask for reviews on the back of

receipts, pamphlets, menus, etc.

ASK Your Customers for Reviews

Ask for reviews in your email autoresponder messages that go out to your customer list

Ask for reviews in your direct mail materials

Ask for reviews on your social media profiles…

Just don’t be afraid to ASK!

Make it EASY for Your Customers

Provide links to your review site profiles on your website

Give your customers tips

about leaving online reviews Provide great products and

top-notch service to make your customers WANT to leave a great review for your company

Ask Them to Leave Reviews on Multiple Sites

Ask customers to leave reviews on multiple sites – not just one

Review Sites:

Google+ Local

Yahoo Local

Yelp

Superpages

Citysearch

And more!

How Negative Reviews Can HURT

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

How to Build and Maintain a Positive Image

Register your business on as many review sites as possible

Monitor all of your review site profiles

Respond to all reviews, which

allows you to engage with your customers as well as show that you care

Google your business name to see what type of comments come up in the results

How to Build and Maintain a Positive Image

Create a blog and other content related to your business consistently to create more “positive” content that will rank high in the search engines

Be consistent and post often for best results

This will help push down any negative reviews and comments

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www.spancept.com

www.buyfamous.com

If you would like more information about how

to handle negative online customer reviews or

how to build a strong, positive online

reputation, contact me today!

Chow Mah

587.331.9288

consult@spancept.com