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!
According to BrightLocal, 95% of people read local business reviews, and 85% of consumers trust those reviews as much as they trust advice from a friend or family member. This means that you must monitor your online reviews so you know what your potential customers or followers are seeing. Doing this on your own can be a daunting task, and without professional tools and advice, you will likely only get a glimpse of what consumers are seeing. Working with a business review management company for online review monitoring and review management will give you all the information you need to turbocharge your online reputation and correct small problems before they go viral.
In most cases, the best way to deal with negative reviews online is to address them in a positive manner or ignore them (when there’s abusive language, for instance). However, there are some cases in which defamation or libel are involved, and the removal of the review will be in your best interest. The procedure for removing a negative review is highly dependent upon the platform where it was posted — Yelp, Glassdoor, Google all have different and complex requirements for review posting and review removal. Consider working with an experienced online reputation management company with knowledge of copyright laws, the Communications Decency Act, Fair Use, confidentiality, false and unprivileged statements rules, and the terms and conditions of review sites.
Google is the number one place for online reviews, making Google My Business highly visible in search results, and very important to the online reputation of your business. In 2019, 4 million business profiles and 75 million reviews were removed by Google. Your best course of action, should you find a negative review of your business on Google, is to contact the reviewer and ask them to remove the review or reach out to an online reputation management company. You can also ask a reviewer to edit the negative review, or you can respond to it publicly, offering to correct the situation. Please note that Google will not remove a review simply because you do not agree with it – opinions, even negative opinions, are protected speech. You must prove it to be fake or in violation of a law to have it removed.
Google does have a spam filter in place to flag fake reviews, however, it’s not perfect. It’s estimated that 74% of internet users have read a fake review in the past year. If you find a fake review on Google, and you can prove that it’s fake (the reviewer never actually did business with you, for instance), you can request that Google remove it. This can be done by flagging the review and speaking with Google. The process will take a minimum of a few days and can often be expedited by working with an experienced online reputation management company.
A negative review should not be responded to with denial or anger. Negative reviews should only be ignored if the reviewer uses foul language or other online behavior so that resolution or compromise is impossible. If you discover a negative review, start by thanking the person for their feedback. Then ask what you or your company can do to remedy the situation. Even if you do not wish to save this person as a customer, your response is important because hundreds, maybe thousands, of other potential customers will read your reply and see your commitment to customer service and the steps you have or will take to improve your operations. In fact, 82% of consumers will actively seek out negative reviews, simply to read the interactions between reviewers and businesses. Plus, studies have shown that customers will spend five times longer than average on the site when reading conversations between reviewers and the business.
When you or your business get a positive online review, it’s important to acknowledge the reviewer and thank them for their time. Do not respond generically. Instead, directly address the language they’ve used and been specific. This shows them, and everyone else who reads your response, that you care about the results of your work. When you reply to positive reviews, reviewers are far more likely to become brand ambassadors and word-of-mouth advertisers.