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Welcome to the SnapRetail Podcast! These bite-sized episodes will give you the email, social media, and website marketing advice you need to market your small business and get the most out of SnapRetail.  The information we present is delivered by our Customer Success Team, easy to understand, and Made for Main Street! 

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May 18, 2017

Getting Online Reviews

Hosted by Shelby Klick and Justin Shoup

 

Why you need online customer reviews?

Customers

  • I’m sure a majority of our listeners refer to reviews themselves before checking out a new store or restaurant. Possibly, they are the ones who leave the reviews. They are very visible to customers new and old and have a lot of power.

 

  • 90% of consumers read online reviews before visiting a business
  • Customers are likely to spend 31% more on a business with “excellent” reviews
  • 72% say that positive reviews make them trust a local business .  - this is super important because with small businesses, you do not have the familiar big box store name that some people trust as a default. Positive reviews will put allow you to be competitive to a familiar name, even show why you are better.
  • Top Qualities rated most important for local business is reliability(27%), expertise(21%), and professionalism(18%).

 

Search Engine Optimization

  • Google values positive reviews as much as customers do. They updated their algorithm in 2014 to take into account popular review sites when ranking local businesses in search results.
  • Customer review sites are ranked near the top of the highest internet traffic. Customers are definitely looking for reviews or recommendations and they are influencing their purchase decisions.



How to get customer reviews

  • ASK!
  • It’s really that simple. People refer to a minimum of 10 reviews before they start to believe positive reviews. So the more you can get the better!
  • SnapRetail created review templates to easily reach your entire customer list
    • This not only gives you, the retailer, the tools to reach your customers but also your customer the tools to easily leave a review.
  • Asking for reviews can be as simple as after someone seems to have a pleasant experience in store ask “Are you on facebook? We would really appreciate if you could leave us a Facebook review on your experience with us!”
  • Some people will include a link at the bottom of their regular email correspondence with a link to their google review page asking a simple “Do you love Modern Finery? Leave a Review and tell us!”  
  • Some business will even provide an incentive for those who complete reviews online.

 

Where to get customer reviews

  • Facebook
  • Google My Business
  • Yelp
  • Amazon & eBay if you sell on those platforms
  • TripAdvisor if you’re in a tourist location
  • Better Business Bureau

 

Think hard about where someone could find your business and if it’s possible to have reviews there. You can even post your most raving reviews on your website for more visibility.

 

How to respond to negative reviews

  • Many people are afraid or hesitant to ask for customer reviews becuase they are afraid of negative reviews. Or they hide the reviews on their public pages like facebook, because of a negative review they didn’t know what to do with.
  • Don’t be afraid of what people have to say! If you do get negative reviews, it may give you insight into your business faults that you never knew about.
  • Tips
    • Respond quickly, you don’t want a negative review to sit on your page for a long time without a response.
    • Respond like a person, not like a business. Say who you are, what your role is at your business or store and even sign it with your name.
    • Be real and admit any mistakes you made with that customer that lead to their negative review. Talk about how you will remedy the issue.
    • If possible, ask if you can private message, email, or call the customer to move the negative feedback offline, and the fix the issue privately.
    • Ask loyal customers to share their experiences with your business - this will push the negative comment lower into the shuffle of reviews as well as balance out any negative star-rating.

 

Takeaways:

  • Make getting reviews a serious part of your marketing strategy.
  • Don’t get reviews and forget about it - seeing old reviews can be a turnoff as well.
  • Send out an email for reviews maybe twice a year in order to reach new customers and refresh your reviews.
  • Don’t be afraid to ask!
  • Don’t be afraid to respond to negative reviews and remedy the situation as well as walk away with how you can better your business.






Linked Resources for Stats

https://www.invespcro.com/blog/the-importance-of-online-customer-reviews-infographic/

http://customerthink.com/how-important-are-your-online-customer-reviews/