Date post: | 16-Apr-2017 |
Category: |
Small Business & Entrepreneurship |
Upload: | localvox-a-vivial-company |
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#LocalVoxWebinar
• The importance of ratings + reviews
• Top review sites
• How to respond to reviews
• Tips to generate more positive reviews
• Leverage customer reviews to boost sales
• Additional resources
• Q&A
What We’ll Cover Today
#LocalVoxWebinar
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88% of people trust
online reviews as much as personal recommendations
44% of customers make
their purchase decision after
reading reviews
10 the number of reviews people
read before purchasing
Reviews Impact Your Business
Digital word of mouth
#LocalVoxWebinar
How Online Reviews Help
• Free customer feedback
• Reach new customers when intent is high
• Boost your SEO
• 75% of reviews are positive
#LocalVoxWebinar
Manage Your Reputation
\
of negative reviews turn positive when you respond to them
33%
\
of unhappy customers return if you resolve the problem quickly
95%
A few negative reviews won’t ruin
your reputation
#LocalVoxWebinar
Audit Current Review Sites
• 60%+ of local directories have incorrect information
• Local businesses with bad directories won’t rank in search engines
• 92% of customers expect accurate information on directories
localvox.com/free-seo-report/
#LocalVoxWebinar
• 30MM small businesses have Facebook Pages
• 1.39 billion active monthly users
• Manage reviews through your Facebook Page
• Review tools, like LocalVox Social, can send you text message notifications
#LocalVoxWebinar
• There are 7.6 billion local searches every month
• Easily manage reviews, Google+ and business listing through Google My Business
• Reviews appear alongside your business’s information
• Can incorporate into AdWords campaigns
#LocalVoxWebinar
Yelp
• 4 out of 5 Yelp users visit the site when they plan to spend money
• 98% of Yelp users made a purchase at a business they found on the site
• 55% of Yelp users take action with a local business frequently/every time they visit the site
• Easily managed in Yelp for Business
#LocalVoxWebinar
• Respond in a timely manner
• Say “thank you” to a customer who went out of their way
• Show your appreciation
Positive Reviews
#LocalVoxWebinar
Negative Reviews
• Make sure negative reviews are surrounded by positive ones
• Respond quickly and kindly
• Harris poll shows that customers actually trust businesses more when they see a few bad apples
#LocalVoxWebinar
1. Minimize Damage
• Address the problem directly
• Identify any issues and apologize
• Add a human element to your response
#LocalVoxWebinar
2. Take it Offline
• Avoid back and forth public arguments
• Include an email or direct phone number to establish credibility and effort
• Even if the reviewer is in the wrong, don’t accuse them of anything on the review site
#LocalVoxWebinar
3. Resolve the Problem
• Help customers reach a positive outcome
• Good for both your business and the customer
• Track complaints so you can see a pattern of issues that can be fixed for the future
#LocalVoxWebinar
• Include a “Find Us On Yelp” Sticker in your location
• Share where people can find your review profiles (receipts, store windows, banners, website, etc)
• Ask after you’ve had a successful sale
Ask In-Person
#LocalVoxWebinar
Display Social Proof
Showcase your positive reviews to convert prospective customers to paying customers
#LocalVoxWebinar
Start Getting More Online Reviews
localvox.com/blog/get-more-online-reviews/
New Blog Article Get a Free
Marketing Consultation
CONTACT US
(844) 654-6169 or [email protected]
Need More Help?
New
Mobile Version!
LocalVox Social
Visit localvox.com/solutions/social-inbox for a free demo!
✓ See entire conversations on 1 screen
✓ Smarter metrics
✓ Enhanced photo-sharing capabilities
✓ Link all your networks