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What to Do When Your Business Is Getting Screwed by Online Reviews

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You may think your company is awesome. Your customers may come in everyday and tell you that it’s awesome. And you’re making a profit, so you must be just as great as you think you are. Right?


Wrong.

The value of word-of-mouth reputation building is diminishing every day. Research shows that 90% of customers say that online reviews shape their purchase decisions.

You could be a 100-year old business with a long-standing, acclaimed reputation, but with a less than 4-star review score on Google, you’re forfeiting customers to the competition down the road with over fifty 4.8-star reviews.  

Everyday more and more consumers are not only checking your social media profiles to learn more about you but are also going online and looking at a company’s reviews before making a purchasing decision.

If 88% of consumers have been influenced by an online customer service review when making a buying a buying decision, then that’s 88% of your potential customers that you’re losing due to your low review score (Zendesk).


And this carries weight not just on Google, but also to social media and third party networking sites such as Facebook, Yelp, TripAdvisor, etc. Your review score matters wherever you can be reviewed. And it’s time you start taking control of how your business appears to your potential customers.

So, you have a low review score, what do you do?

Be proactive. The best way to get more reviews is to ask for them.

In 2016, a study by BrightLocal showed that 70% of consumers will leave a review for a business when asked for it. 

At Caissa, we offer a multitude of techniques to help small to medium size businesses generate new reviews to increase their review scores. Here’s three ways:

 

1.    The Leave Behind

 Best for businesses where sales representatives are working one-on-one with customers, the leave-behind, or merely a business card asking for a review, could be an easy, inexpensive way to garner new reviews.

Be sure to include a short link to wherever you want them to leave you a review and a call to action, such as “How Did I Do?”
 

2.    The Email Blast

If you’re not already collecting emails from your customers, you should consider doing so. In addition to giving you an outlet to make additional contacts, you can also use their emails to generate new reviews.

With our customizable templates, you can send mass or single emails to your customers asking them to leave you a review. Making these emails personal is also a way to encourage them to leave a review. You’d be surprised how much using a customer’s name in the email will help impact their decision.


The most common excuse we hear from our customers for not using this technique is the likelihood of asking for a review and receiving a negative, low-star review in exchange. That’s why it’s important to use an email marketing software that captures all negative reviews before they’re pushed onto the major review sites.

 

3.    Text Messages

The newest technique in review management is text message marketing. Like with emails, you have to be proactive in collecting customers’ cell phone numbers for this to work. The biggest benefit of a text message alert is that texts are opened almost 100% of the time.

 

All three of the above mentioned  techniques are great ways to connect with your customers for feedback. If you're unsure of where to start on asking your customers for feedback online Caissa can help.  Contact us or get a FREE snapshot report to uncover what others are saying about your business online.  

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Where Your Business’ Bad Reviews Are Hiding

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Caissa Public Strategy