Your Online Reputation is Everything
If you own or manage a business, your customers are likely to look for you online. And, one of the first things they’ll do, is look for online reviews about your business. Reviews empower consumers, helping them make informed decisions about what products they want to purchase, where they want to eat, or what service providers they want to hire.
What is Review Management?
Review management is the process of requesting, monitoring, and responding to reviews across multiple online review websites. The aim is to support your company’s marketing strategy and improve overall business performance and customer satisfaction.
Review Management Strategies
Email and SMS Requests
Many businesses think reviews will get generated organically over time. Unfortunately, this isn’t the case. We will proactively reach out to your customers to ask for reviews.
Often the first request for a review will go unanswered. We won’t be pushy, but we won’t give up. It may take two or three communications before customers will respond to the request.
Survey Your Customers
In addition to asking for reviews, you can also generate your Net Promoter Score (NPS) and set up your landing pages to survey your customers with specific questions.
Respond to Feeback
It’s important to respond to negative and positive reviews. Thank positive reviewers for taking the time to share their feedback, and follow up with customers to find out how you can improve.
The More Reviews, the Better
Online reviews have a direct impact on your business’ reputation and revenue because reviews posted on sites like Google, Facebook, Tripadvisor, and HomeAdvisor play an important role in consumers’ purchasing decisions. Research shows that, on average, consumers want a business to have at least 40 online reviews before they believe its average star rating.
A few reviews are still better than none, but this is why businesses need to be proactive about soliciting their customers for online reviews. Our platform does exactly that. All we need is a list of your customers and our automated system will send emails or SMS messages asking your customers to rate their experience.
Net Promoter Scores
Your Net Promoter Score (NPS) measures customer experience and predicts business growth based on a simple 1-10 satisfaction scale. The NPS is calculated based on your customer’s responses to a single question: “How likely is it that you would recommend our company/product/service to a friend or colleague?” Our review management platform includes the option to ask this of your customers so that you can track your NPS in addition to requesting third-party (Google, Facebook, etc.) reviews.