With a growing network of technology and digitally connected customers, advertisement has taken many new forms. When deciding which service or product to purchase, customers tend to look into the most trustable source: customer reviews.
According to research, more than 73% of people look into reviews first. This source assures us of how much a site or service is valid and trustworthy. Online reviews play a vital role in the customer journey, influencing final in-store reviews.
For any business to flourish and attract its customers, the best way is to provide as much validity and proof of your genuine setup, as much possible. The most easily approachable and wanted source are reviews of the customers who have already tried the services. To succeed in such a landscape, businesses must:
- . Develop a deep understanding of their customer’s wants and needs
- Address all customer issues immediately
- Ensure happy customers’ voices get heard
Experience Marketing
Experience Marketing is a sustainable and efficient way of coming up with approaches to bring good services, to such an extent that they keep your customers happy and provide the services as smoothly as the customers want. Happy Customers mean positive reviews.
Online reviews play an important role in this effective experiential marketing strategies. They inform potential customers that your company provides a great experience, attracts new leads, and fill in the cracks.
How Do Online Reviews Work?
Online reviews are a form of user-generated content (UGC) that current or former customers can share on public websites such as Google and Facebook. These sites typically structure feedback as open comments with a 1-5-star rating.
After a customer posts a review for a particular business, site or service, etc., the reviews are public to anyone. New customers that will visit your page or business will look at those reviews, both positive and negative, and will make their decision of choosing your service accordingly. In most cases, companies cannot remove reviews. It can only be removed by the review site itself if it violates the site’s policy or if it was removed by a reviewer.
How and Why Are Online Reviews Important?
When it comes to reviews, having a high volume of positive ones works wonders for your business.
It leaves a positive impression on those who read the reviews and help them make the right choice by choosing the right place for the service they seek. Both Google and customers value online reviews as; 200% of products and services with positive reviews sell more than products and services with zero reviews, 40% of people stopped themselves from buying items/ choosing a service, after looking at the negative reviews, and 91% of consumers between the age of 18 – 34 trust reviews as much as personal recommendations.
In addition, online reviews also provide valuable insight into brand perception and overall customer experience quality.
Sites Best for Reviews
67% of the reviews are written at Google. Google reviews have the power to boost your business to the top of search results and Google Maps results, putting into account how fast people switched over from other sites like Facebook, Yelp, TripAdvisor, etc., to Google.
How to Ask for Online Reviews
We cannot demand something that benefits us unless we do something we like. The same is the case with bringing positive reviews. People will only give positive reviews once you serve them right, with authentic and efficient services which the customers came here for in the very first place.
However, at times people are hesitant to make an effort to give a review. That may be the situation when you can’t satisfy them fully.
- Ensure that the reviews are Authentic and not the kind of reviews that are asked from the customers in turn of incentives. These fake reviews will not reflect the real perception and genuine experience.
- Be Prompt when asking for a review from your customers. Ask immediately after a service has been provided since the customer has that experience fresh in their mind, and if the service was good and satisfying enough, happy customers would love to share their word.
- 73% of consumers only pay attention to reviews written in the last month, so you need a constant stream of fresh reviews to prove your credibility to potential customers.
- Don’t forget to stay consistent with the strategy of asking for reviews.
Review Management
There are two kinds of Reviews; positive and negative. What is essential is to reply to all of them.
POSITIVE REVIEWS
Your job is not done just because your customers are happy with their experience. Reach out to satisfied customers, thank them for their feedback, and show that you really care about their satisfaction.
NEGATIVE REVIEWS
Negative reviews can actually benefit your business if managed properly. The only price a customer might pay when seeing this negative review is losing business. This award can be avoided if your company responds enthusiastically to negative feedback. If you act fast enough, you can turn a frustrating experience into an overall positive customer experience.
Conclusion
Reviews are an insight into your business and are a fast approach to leaving an impression on customers. These reviews can build or break the reputation. Continuous monitoring and interpretation of online reviews bring huge rewards if you can decide to respond quickly and constructively.