Word-of-mouth referrals are the greatest source of new clients for many small businesses. Friends telling friends about a great experience they have, or offering solutions to problems by saying, “I know a place!” These referrals are priceless and will continue to be the backbone of local business growth. But, did you know according to a recent local review survey, 85% of consumer trust online reviews as much as personal recommendations!
Additional key findings in this study are that 93% of consumers will read local online reviews to decide if a business is good or not. And 73% of consumers trust a business more after reading positive reviews. So even if potential clients hear about your business first through word of mouth, chances are they go online and check you out anyway. What they see there can make a difference whether they follow through on the suggestion they received from their friend.
What are consumers looking for when they peruse your reviews online? According to this recent survey, the top three items judged are:
Clearly, managing reviews is not something that can be done once and then let fall to the wayside.
To keep (or gain) a good reputation online, review management must be an ongoing process.
You’d like more customer feedback to get a true sense of your customer’s feeling and loyalty. You also know your business needs more customer reviews. How do you go about getting feedback and reviews?
Our automated platform will help you gather customer feedback and encourage online reviews. After you enter your customer's email or phone number, it starts with a customized email or text message to begin the feedback process. The customer is asked to rate (on a scale of 1 – 10) how likely they are to refer your business to a friend. They are then invited to comment on their experience with your business.
Customers that rate you highly are immediately asked to consider reviewing your business on one of the review sites you choose (such at Google or Facebook). Customers that give you a low rating are first sent a customized message and you are notified so you can follow-up to resolve their issue. After these steps, then the customers are presented with the opportunity to consider reviewing your business on third-party review sites. (everyone is given the opportunity in order to be in compliance with Google's review terms of service.)
Positive customer comments can be posted on your website providing fresh and updated testimonials. Encouraging clients who left positive feedback to rate you one a 3rd party site (Google, Facebook, Angie’s List, etc.) right away will help your online reputation.
You will have access to all the customer feedback in an easy to manage dashboard. You will also receive regular reports on feedback and review activity.