May 18, 2017
Getting Online Reviews
Hosted by Shelby Klick and Justin
Why you need online customer reviews?
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.
of consumers read online reviews before visiting a
- Customers are likely to spend 31% more on a
business with “excellent” reviews
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.
Qualities rated most important for local business is
reliability(27%), expertise(21%), and
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
- 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
How to get customer reviews
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
- SnapRetail created review templates to easily
reach your entire customer list
not only gives you, the retailer, the tools to reach your customers
but also your customer the tools to easily leave a
- 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!”
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!”
business will even provide an incentive for those who complete
Where to get customer reviews
- Google My Business
- Amazon & eBay if you sell on those
- TripAdvisor if you’re in a tourist
- 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
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.
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.
- Respond quickly, you don’t want a negative
review to sit on your page for a long time without a
- 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.
real and admit any mistakes you made with that customer that lead
to their negative review. Talk about how you will remedy the
possible, ask if you can private message, email, or call the
customer to move the negative feedback offline, and the fix the
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
getting reviews a serious part of your marketing
get reviews and forget about it - seeing old reviews can be a
turnoff as well.
out an email for reviews maybe twice a year in order to reach new
customers and refresh your reviews.
be afraid to ask!
be afraid to respond to negative reviews and remedy the situation
as well as walk away with how you can better your
Linked Resources for