Have you ever gone online to purchase something, but before you click ‘buy now’ you have a quick scroll through the reviews or jump to another site to find feedback? 81% of online purchases are made after reading a review or carrying out further research, therefore no matter what your business, it is imperative that you understand how reviews – good or bad – work and how to get them:
- Ensure your business is set up with an account in the right places: Set up a ‘Google My Business’ account to allow people to review your business (by having a Google business profile the search engine also favours you in search rankings!). Look into specific sector review websites such as Trust Pilot, Rated People, Reviews.co.uk, Feefo etc. And don’t forget the likes of a Facebook business page reviews or Yell.com page too.
- Ask for feedback: This may seem like a simple one but many people either don’t like to ask or are afraid to do so. Send a follow-up email, leave a feedback questionnaire or pick up the phone and ask for feedback directly. There is no harm in asking for a testimonial or something that you could quote from the customer, and ultimately all feedback is good feedback as it is a chance to listen to and learn from your customers, find out what is working or not working, and amend or adapt your product or service as necessary.
- Get creative: There are many different ways to receive feedback, ask for a rating on a 3rd party review site or business page, get a direct written testimonial, have a video made, or complete a survey. Use whatever fits with your brand and business offering the most, and remember to share the feedback received – using it for marketing purposes is a great way to showcase your business for free.
- Always reply to a review: It doesn’t matter if it’s a good review or a bad review, always respond immediately to the person thanking them for taking the time to leave a comment and then respond directly to what they said i.e. ‘We are so pleased to hear that you like your new shoes,’ or ‘We are very sorry to hear that you are disappointed with your new shoes, please could you send us the details of your order and we will look into it for you.’
I hope that these top tips help you to embrace online reviews by getting more, responding to those you receive and using them as a marketing and ultimately a new business tool. For more information please contact Tabitha@themarketingassistant.co.uk or www.themarketingassistant.co.uk