The Positive Power of Good Reviews
- For every star a business gets, there will be approximately 5-9% increase in business revenue.
- Consumers are likely to spend 31% more on a business with “excellent” reviews.
- 72% of consumers say that positive reviews make them trust a local business more.
- Business listings with 3+ star reviews take 87% of clicks.
The Negative Impact of Bad Reviews
- Negative reviews can be damaging to the prestige, profitability, and trustworthiness of a business.
- A single negative review can drive away approximately 22% of customers; three negative reviews can drive away 59% of the customers.
- A single negative review could cost a business around 30 customers.
- People hesitate to purchase from businesses with no reviews or with too many negative reviews.
How and Where do People Review?
Owned Asset Reviews
These are reviews on platforms which you control. This includes all forms of social media where you are the account owner. In your email marketing, you can also include reviews if you wish. The same goes for posting reviews on your own website.
These are reviews that are placed online via third-party platforms. For example, Google Reviews, Yelp, and Bing are just some examples of Search Engine Review platforms where users can place their own reviews of your business for anyone to see. The same goes for Star Rating Review Platforms (e.g., Trip Advisor and Trust Pilot), Directories (such as Foursquare and Yellow Pages), and Marketplace Review Platforms – if you have a product, people can write their reviews in places online where the product is sold, such as Amazon and eBay.
It is possible to streamline the process in which your business deals with online reviews. This will make responding to reviews more efficient, saving time and preventing things getting worse if reviews are negative.
- We can help map out coming FAQs and help our clients streamline the process of how they are responded to i.e., what can be automated, which channel works best, when does a person need to get involved, how regularly are digital channels checked for customer feedback, what are the average response times etc.
- We compare review software (paid and free) and determine a best fit for our clients based on needs i.e., Reviews.io, Trip Adviser, Google Reviews, Trust Pilot etc.
- Setting up social media listening tools and reports for clients. We support them on their Martech selection.
- Creating a process to increase digital reviews, with a keen focus on first 7 days.
- Setting targets for number of digital reviews and how to increase them positively.
- Including Google reviews in Google Search ads.
- Creating Q&A bots to answer basic questions that save customer service teams time.
- Setting up and training staff on reviews.io.
- Creating email automations to request reviews at timely moments.
Get Help from the Experts Now!
If you want to stay in control of your online presence, our expert team can help implement and oversee the ways in which you are able to respond to online reviews, proving the best solutions to help you promote yourself online whilst minimising the potentially damaging impact of negative reviews. Contact the Digital Willow team today to find out more.