build a reputation for your local business with online reviews
TRANSCRIPT
Facebook, Google and YelpBuild a reputation for your local
business with online reviews
#LocalVoxWebinar
• The importance of ratings + reviews
• Top review sites
• How to respond to reviews
• Tips to generate more positive reviews
• Leverage customer reviews to boost sales
• Additional resources
• Q&A
What We’ll Cover Today
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The Importance of Ratings + Reviews
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88% of people trust
online reviews as much as personal recommendations
44% of customers make
their purchase decision after
reading reviews
10 the number of reviews people
read before purchasing
Reviews Impact Your Business
Digital word of mouth
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How Online Reviews Help
• Free customer feedback
• Reach new customers when intent is high
• Boost your SEO
• 75% of reviews are positive
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Manage Your Reputation
\
of negative reviews turn positive when you respond to them
33%
\
of unhappy customers return if you resolve the problem quickly
95%
A few negative reviews won’t ruin
your reputation
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Top
Review Sites
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Audit Current Review Sites
• 60%+ of local directories have incorrect information
• Local businesses with bad directories won’t rank in search engines
• 92% of customers expect accurate information on directories
localvox.com/free-seo-report/
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• 30MM small businesses have Facebook Pages
• 1.39 billion active monthly users
• Manage reviews through your Facebook Page
• Review tools, like LocalVox Social, can send you text message notifications
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• There are 7.6 billion local searches every month
• Easily manage reviews, Google+ and business listing through Google My Business
• Reviews appear alongside your business’s information
• Can incorporate into AdWords campaigns
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Yelp
• 4 out of 5 Yelp users visit the site when they plan to spend money
• 98% of Yelp users made a purchase at a business they found on the site
• 55% of Yelp users take action with a local business frequently/every time they visit the site
• Easily managed in Yelp for Business
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How to
Respond to Reviews
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Review Response Formula
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• Respond in a timely manner
• Say “thank you” to a customer who went out of their way
• Show your appreciation
Positive Reviews
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Negative Reviews
• Make sure negative reviews are surrounded by positive ones
• Respond quickly and kindly
• Harris poll shows that customers actually trust businesses more when they see a few bad apples
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1. Minimize Damage
• Address the problem directly
• Identify any issues and apologize
• Add a human element to your response
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2. Take it Offline
• Avoid back and forth public arguments
• Include an email or direct phone number to establish credibility and effort
• Even if the reviewer is in the wrong, don’t accuse them of anything on the review site
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3. Resolve the Problem
• Help customers reach a positive outcome
• Good for both your business and the customer
• Track complaints so you can see a pattern of issues that can be fixed for the future
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Tips to Generate
Positive Reviews
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Ask Family + Friends
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“Have we done business together? Please review us!”
Add to Your Email Signature
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• Include a “Find Us On Yelp” Sticker in your location
• Share where people can find your review profiles (receipts, store windows, banners, website, etc)
• Ask after you’ve had a successful sale
Ask In-Person
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Encourage Multiple Reviews
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Ask on Phone Calls
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Create a Review Cheat Sheet
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Email Customers Post-Sale
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Leverage Customer
Reviews to Boost Sales
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Influence Customer Journey
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Boost Your Credibility
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Use Google AdWords
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Incorporate into Conversations
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Increase Your Page Rank
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Email Nurture Campaigns
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Display Social Proof
Showcase your positive reviews to convert prospective customers to paying customers
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Additional Resources
Additional Resources
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Start Getting More Online Reviews
localvox.com/blog/get-more-online-reviews/
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CONTACT US
(844) 654-6169 or [email protected]
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