According to BrightLocal, 97% search online to find local businesses and 95% of consumers read online reviews for local businesses. 85% of consumers trust online reviews as much as a personal recommendation.
Online reviews are how potential clients and customers discover, evaluate, and develop trust for your company.
Business review sites can inform business owners about patterns and practices of concern, like inadequately trained staff or product/ service quality issues that can be fixed. Business reviews provide the owner an opportunity to identify and reward loyal customers with a thank you and recognition. Business reviews can convert a customer or client’s negative experience into a second chance. A business that takes proactive steps to attract positive reviews will discover that review sites like Yelp, TripAdvisor, Google My Business and the Better Business Bureau (BBB) and others drive traffic, leads and sales.
Online reputation management is an essential element of the marketing strategy for every successful business.
Reputation Rhino provides advanced review monitoring and review management solutions for the following popular review and customer complaint sites:
We Monitor all relevant reviews posted for your business on the most relevant business review and complaint sites daily.
We provide monthly Reporting with detailed metrics so you know who is reviewing your company, when they are reviewing, what they are saying and where they are posting their reviews so you can identify and respond to trends and allocate advertising and marketing resources accordingly.
We provide Review Outreach services to your existing clients and customers. We target those individuals who have had a positive experience with your company and direct these customers to leave reviews on the most visible online review sites so they can have maximum impact.
We also provide a Response to all relevant reviews by our team of experienced online reputation management professionals. This personalized service allows us to act as a representative of your Company to acknowledge and recognize positive reviews and escalate and resolve problems posted online in an effort to convert negative customer reviews to positive reviews.
We can set alerts daily, weekly or monthly upon request and change these settings easily.
The feedback consumers leave online are helpful for owners and managers to improve products and services. Reviews show what consumers are interested in most and drive innovation.
Closely monitoring reviews will also help prevent damaging fake reviews, which is an increasingly common problem. Jealous competitors, angry current and former employees, and other trolls leave false and defamatory reviews that could damage your business, especially if you are not paying close attention.
BrightLocal reports that 89% of consumers read local businesses’ responses to reviews. Responding to reviews is a critical component of reputation management.
Review management is much more effective when you respond in a timely manner to what your customers are saying. Responding to reviews with sensitivity and honesty shows the integrity of your business and a level of attentiveness that today's consumers demand.
Responding to reviews also improves your local SEO. The Google Local Rankings survey shows that reviews may account for over 15% of how Google ranks a business.
Social media platforms, like Facebook, Instagram, and Twitter, can also be an effective way of reaching out to customers, especially for businesses that experience a high volume of traffic and reviews.
It is just as important to respond to positive reviews as negative reviews. Customers that leave a positive review deserve acknowledgment and thanks — they are your loyal customers and brand ambassadors and most likely to recommend your company to others. You may also use these positive reviews in your marketing and sales materials.
Some businesses decide to ignore negative reviews because they are either worried that it will draw more attention to the negative review or they are afraid to admit the customer may be right. In our experience, when a customer has taken the time to leave a negative review, it is almost always in your best interest to respond.
Of course, there are some reviews that are best ignored, such as if a customer is using hateful or hurtful language or is simply looking for a fight. However, in most cases effectively responding to negative reviews can help win back unhappy customers, and show that your business is focused on solving problems, not ignoring problems.
A common mistake many business owners make when responding to negative online reviews is to be defensive and argumentative.
Remember, what you say can and will be used against you, so it is best to take the conversation offline whenever possible. In your review, it is reasonable and often expected to acknowledge any mistakes, and if you can give specific examples of how you will improve in the future, you can blunt the impact of any negative review.
We understand that people are far more likely to share a negative experience than a positive experience. This is human nature and it applies in both the “real” world and the online world. However, when someone who has a positive experience is asked to share that experience with others online, they are more than willing to do so. Just ask!
Let your customers and clients know how important reviews are to your business and ask them to share their positive experiences with others. You will be amazed at the results!