PDF Five Stars: Putting Online Reviews to Work for Your Business

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If your answers are negative you might not get that request, effectively filtering out your negative review. The platforms can identify and eliminate out some fake and manipulated reviews by looking for:.

But fraudulent reviews are still a problem. The single smartest step you can take to get the information that matters most to you?

Why review management is important

Look at the reviews — not just the ratings. Along with evaluating the reviews, these steps can help you make smart purchasing decisions:. Reviews can also offer you an opportunity to identify flaws in your business or operations. In turn, they can inform your brand messaging and marketing strategies. It includes listings management, social media and search visibility and review marketing and generation strategies as well, but review management is a key element. This guide will walk you through all the fundamentals of implementing a review strategy for your brand.

Online reviews are not new, but they are more important than ever to brands online.

How to Ask Customers for Reviews | ReviewTrackers

As a consumer, you know how many places you can find them: formalized on TripAdvisor, posted about on Twitter or talked about in a blog post. Reviews have only become more accessible with the proliferation of mobile apps and the addition of readily visible ratings in search results. This can help you understand where to improve, or what customers are loving that you could highlight even more in your marketing. Sites with formal star ratings like Facebook and Google get tallied up and averaged for all your future customers to see.

This factors into your overall online presence since these ratings can increase your SEO visibility and show up in search results for your brand terms. This contrast is helpful to note if your company mostly serves a different age range than those who normally read reviews.

The good news is that these sites also offer a way for businesses to publicly reply to the review. Just as you keep on top of your social media messages and engage back, replying to reviews helps build trust and repeat business for your brand. Plan for common review situations in advance so that you know your team is ready to stay on-message.

During your audit, you probably saw some of these common scenarios. Use your audit as the base but not the limiting factor. For a retailer, common topics might include staff demeanor and customer service, product selection and stock, ambiance and checkout wait times. Ask not just for the common scenarios but also for the unique ones.

The extreme ones may be rare, but they might also run the risk of becoming viral.

After each category and scenario has been identified, start in on the responses. What will you say if someone says a staff member was making discriminatory or controversial comments? Keep your tone friendly and understanding. When writing a response, personalize it with a name if available, acknowledge what was written and add remarks if steps will be taken internally. In this example, The Stinking Rose restaurant responded to both positive and negative reviews. Notice that in the negative review response, the restaurant mentioned the actions that would be taken.

Regardless of how positive or negative a review is, each customer deserves to be responded to. TripAdvisor rounds to the nearest half star. For a third of the hotels that were studied, ratings increased by half a star or more within the first six months of responding to reviews. This is why you need to have a review response plan in place as part of your overall strategy. But fear not, you can win back customers even after a negative social post or review. In crafting a response, keep in mind that while a response may be directed to a customer, your future customers will be reading it also.

As you can see, managing reviews has a lot in common with what you may already have in place as a social customer care strategy. The age of voice dictation typing and tweet-sized reviews has also ushered in the ability for consumers to engage with businesses and write reviews straight from their phone or tablet. Text messages are opened at a 98 percent rate, whereas email typically has a 40 to 50 percent open rate. Additional research shows that 90 percent of SMS messages are read within 3 minutes.

Here are a few review or feedback SMS templates to help you achieve high response rates. In order to generate new reviews and collect valuable customer feedback, more and more businesses and marketers are creating their own dedicated landing pages for reviews. These landing pages can be facilitated through the use of review generation software, survey forms, an embedded reviews widget on your company website — or you can also build one on your own.

Customize a landing page to direct customers to the review sites where you need reviews the most. Once you have set it up, identify key touch points at which you can most effectively drive customers to the page. You can even share the link to the page across your social media profiles or give customers a friendly reminder in post-transactional situations. A more immediate, personal, and direct way to ask customers for reviews is to make the request at the point of sale or care. Any feedback they share through the form can then be set up to be published as an online review. Asking for reviews at the point of sale is a great way to capture actionable reviews and customer insights just moments after the crucial sales or care experience.

Pro tip: when using a device to request feedback at the point of sale, avoid asking customers to log into their personal review website accounts and getting them to write their review on the spot. This minimizes privacy and security concerns, while also preventing reviews from being generated using the same IP address as your business location.

It also lets customers act on the request at their own convenience, using their own devices. The Ask Tool from ReviewTrackers, for example, allows you to generate new reviews through email campaigns, SMS, on-site kiosks, and customizable landing pages. For the efficiency-minded, a little automation can help get more review generation work done faster. Customers who automate their review requests can often double or triple their review volume — minus the time and resources spent on manual work. For example: you can automate sending review requests after a closed Salesforce opportunity or a solved Zendesk ticket.

Or take it to the next level by harnessing the power of automation platform Zapier , with which ReviewTrackers has an integration. For example: anytime a new customer enters Salesforce, Zapier can trigger a review request email to be sent using ReviewTrackers.

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About seller ratings ads extensions

Reputation boost. A stream of 5-star reviews from customers helps showcase your business and creates powerful social proof for inspiring shopper confidence and driving sales. Higher ratings.

According to research , the average rating of reviews generated from review requests businesses asking customers for reviews is 4. Asking customers for reviews also tends to produce reviews that have a higher percentage of 5-star ratings; these are likely to remain steady over time. Unprompted reviews, on the other hand, claim a larger share of 1-star ratings; over time, the overall rating tends to drop.

Instant outreach. Proactively asking for feedback helps strengthen customer relationships — and connects your business to the voices that matter the most. Requesting reviews can also activate your brand promoters. Amplified search presence. Which means: more reviews will help you rank higher in search results. Moreover, according to an Adweek report , an increase of 1 to 8 reviews can lead to significant improvements in conversion rates.

And if your review volume increases by 8 to reviews, you can expect an increase in natural search traffic. Longer shelf life. Like tweets and Facebook posts, business or company reviews by customers can be used as data assets for your marketing efforts. Reviews, however, have a longer shelf life. And 75 percent of engagement with a Facebook post occurs within the first 5 hours.

Simply put: what a customer said on Yelp or TripAdvisor two weeks ago is likely to carry more weight than what another customer said on Twitter or Facebook two days ago. Given their long shelf life and unique ability to expand your digital footprint, reviews can serve as an integral part of your marketing infrastructure.


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According to the Online Reviews Survey , Google is outpacing other review platforms like Yelp, TripAdvisor, and Facebook in terms of growth in online reviews. This is why proactively requesting customers for reviews on Google has become a go-to marketing strategy for top brands and businesses.

So: how exactly can a business get more Google reviews? Creating a unique link and sharing it to your customers encourages them to review your business on Google.