Are you managing your online reputation? Your brand’s online reputation is critical to your bottom line, and it starts with online reviews.
A staggering 84% of people trust online reviews as much as a personal recommendation, and 92% of consumers reading online reviews. This shows that customer feedback is one of the most powerful ways to build and maintain your online reputation.
It’s no wonder 98 percent of business owners say that online reviews are important to their business. Online reputation management should be a critical part of your sales & marketing efforts.
There are lots of business benefits to online reviews.
You can use them to:
1. Win more customers
A recent study by Invespro revealed that consumers are likely to spend 31% more on a business with “excellent” reviews. What’s more, 72% of consumers will only take action after reading a positive review. So if you are generating positive reviews, you have more chance of winning customers.
2. Retain loyal and satisfied customers.
By asking for feedback and, most importantly, doing something about it, you will keep customers loyal.
3. Increase employee loyalty.
Your company’s reputation will also influence the loyalty of your future or current employees. And loyal employees are worth more than their weight in gold.
4. Build trust, transparency and credibility.
Online reviews are the best tool to influence prospective customers by building and earning trust throughout the buying journey.In the Invespro study, 72% said that positive reviews make them trust a business more.
5. Improve your business
Make business improvements based on real customer insights, rather than guesses. Using customer feedback, you can find trends in what your target market wants and needs from your business.
So, how do you generate online reviews?
Should you just wait for customers to leave them as a natural part of their purchase journey?
No, and here’s why: It’s self-motivated reviewers (those who provide a review without prompting) who are more likely to be dissatisfied with your service.
This means, you need to proactively and consistently prompt customers for reviews. If you don’t, you’ll only be left with a collection of poor reviews that do not represent your true brand value.
How to generate online reviews
But before you stress over adding yet another marketing process to your list, there’s some good news. Getting reviews from customers used to be a time-consuming process, meaning it was often an afterthought for already-busy business owners. But the days of personally asking each customer for feedback, or relying on your sales team to remember, are over.
You can now automate your online review management. This saves valuable time and streamlines the process, so you know that every customer is given the chance to provide feedback in a timely way.
Here’s how it works:
Let’s say a client visit a day spa and receives a treatment. The next day, they receive an SMS or email asking them to click on a link and a) fill out a survey, if they are not happy with their treatment; or b) go straight to Google or Facebook to review their wonderful experience.
With the automated process, you can deliberately cultivate positive reviews to outweigh negative ones. At the same time, you’ll have a stream of valuable feedback ready to analyse and act on to improve your product or service.
Over to you
Take control of your online reputation today. Find out how Informatix can create a personalised automated process to build your online reviews and manage your reputation. Talk to us about our packages starting from just $295 a month.