Online Business Management Tips – 50 online reputation management quick tips to help you rethink how you connect with customers, generate feedback and make an impact. Strategies are developed by managing 271,323 reviews.
A $1,000 ad will never impress your prospects as much as an overwhelmingly positive 5-star review. Think differently about how you connect with customers, generate feedback and make an impact. Let’s get to it. Ask each customer for a review. Every… every… one. Make it easy. Ask via SMS/SMS. Stick your neck out. This is no time to be self-conscious. Negative reviews are guaranteed. Positive reviews must be requested. Consider the context. If it’s a product review, give them a week to use it. If it’s a haircut, ask them while they’re paying out. Define a process. Train employees to consistently capture contact information. Be patient. It can take up to 30 days for customers to write a review. Don’t abuse your list. Respect repeat customers. We recommend at least 60 days between requests. Automate, always. Make it as easy as looking up how many reviews came in that day. Avoid human error. Automate to avoid burnout or distraction. Create convenience. Use direct links that get customers to the right place to quickly write reviews. Customize everything. Use personalized messages in SMS and take advantage of industry-specific reporting platforms (if applicable). Embrace the belonging. Generating more reviews will also raise star ratings and reduce the percentage of negative feedback. There is an ideal number of reviews. That’s more than your competitors. Keep it updated. Customers (and Google) want to see recent review activity. Think short term. Set monthly goals to get new reviews. Think long term. For new businesses – start by getting to 100 reviews. Then 1000. Think the big picture. Regular control management should be part of an overall customer service strategy. Be on time. Review rate improves local organic search visibility. Start with 20/month. Control the narrative. Daily attention to customer reviews eliminates highly visible, exhausting negative feedback that prospects can see and use as evidence to look elsewhere. Encourage happy voices. There are several happy customers. Otherwise you would be out of business. Leverage their influence. Be an authority. Ratings/reviews translate into credibility, consumer perception and should be a focus of any online reputation management strategy. Watch out for the store. Volume and frequency show a strong customer service focus. Respond to each review. No answer is an answer – and never a good look. Think about the next customer. Your reviews have two audiences, prospects and customers. Expand your network. Reviews are more important than proximity for local competitive SEO in 2021. (source: Moz) (S)eize (E)much (O)pportunity. For SEO, volume, frequency, star rating, and response are review metrics that affect ranking. Hand over the keys. The average local marketer spends 17% of their time managing reviews. Do the math. (source: Brightlocal) Shoot for the stars. World-class local businesses achieve <10% negative reviews (3 stars or less). Don't be filtered out. Google hides your listing from "best of" searches if your rating is <4.0. Be quick. Turn review responses quickly. Set a goal of 24 hours. Spread the love. If you only respond to negative reviews, you risk increasing their visibility on your review page. Consider it a conversation. Reviews are often a near-real-time feedback tool. Don't let them hang. Take it offline. When responding to negative reviews, be empathetic – but don't accept responsibility publicly. Request further discussion by phone or email. Look for patterns. While a complaint should not cause an overreaction, a trend with similar feedback requires a deeper review. Keep your composure. It is human nature that unhappy customers are more motivated to write reviews than happy ones. Keep personal reactions out of public view. Choose your matches. Take a break before responding to a review that hits below the belt or dismiss the situation from a colleague. Consider the consequences. Review answers are forever. Turn it over. Every negative review is an opportunity to show the world how seriously your company takes good customer service. Call a ringtone. Third party vendors won't take anything personally and will ensure your responses are always measured and on point. Be gracious. Your customers are not obliged to take the time to write a review. When they do, especially when they're positive, acknowledge that effort. Pass it on. Thoughtful responses to positive feedback are more likely to encourage the voice of other satisfied customers. Positive votes have an impact. Define a markup language. If there are slogans or sales pitches that you consciously work with in marketing, put them in the answers as well. Be the brand. Mention your company name and products in review responses whenever possible. But be tasteful. Use names. When available, always customize responses with the customer's first name. Avoid screen names. Do not include internet screen names or first initials in replies. If you don't have their first name, skip it. Show them you are listening. If a review contains mention of a specific experience, good or bad, please mention it in the response. Route appropriate. If your business has multiple GMB listings by department (ie, car service vs. sales), your Google review management strategy should include a system to route reviews to the correct recipient. Know your platforms. Since Yelp does not allow requests for reviews, the score is usually lower. Facebook calls their reviews "recommendations". Be aware of basic differences between popular hotspots. Get the inside track. An active audit strategy is still not adopted by most local companies. Be the early adopter and leader in your space. 2022 is a good year to get started. Phew. It was a long one. But admittedly very fun to write. Thanks for reading along. This post was originally part of our Local Marketing Insider newsletter. If you would like to receive these articles directly to your phone in an easy-to-read mobile version, sign up here. If you liked this track, share it with friends or colleagues. See you in 2 weeks – Jake, Marketing @
Online Business Management Tips
I am the marketing manager here at , as well as a husband and new father outside the office. In Vermont via Boston, where I grew CarGuru’s YouTube channel from 0-100,000 subscribers. I love the outdoors and hate being hot, so I’m fine in the arctic Vermont we call home. Fun fact: I met my wife on the shuttle bus at the Baltimore airport. Thanks for reading the content!
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Review Generation Why Review Frequency Is More Important Than Volume 8 min read | February 4, 2021 It’s important to have a huge lifetime review overall, but in 2021 real review generation success is measured by review frequency. Learn more about why review rate should be… Emily Keenan Case Study by Response Specialists New Case Study: Jack’s Abby Increases Restaurant Review Volume by 1494% Using ‘s Invite 1 min. read | October 8, 2021’s “Invite” and “Engage” online reputation management solutions help a local restaurant dramatically increase monthly customer reviews. Dave Pye Director of Search Video How Reviews Impact Local SEO 5 min read | July 23, 2021 Watch CEO Matt Murray explain in detail how reviews and reputation management impact local SEO rankings for local businesses in 2021. Matt Murray Founder & CEO For example, it’s critical for business owners to ensure that all members of their organizations are equipped with skills such as critical thinking, time management and effective communication to ensure day-to-day operations run smoothly and meet business objectives.
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