These days, consumers typically research a product or service first before buying them, especially for big-ticket items. They often do this through online reviews, which are customer experiences posted online about a company. Some of these reviews are published on a brand’s website, while others are on third-party platforms.
Getting positive online reviews is crucial for your business’ reputation. It gives potential customers an idea of what they can expect from your products and services. In fact, 72% of consumers admit that they trust a local business more if people are lauding it. Buyers are also likely to spend 31% more on a company with positive feedback. (1)
Knowing this, you should ensure that your business is getting regular positive reviews online. Here are some key steps to achieving this goal:
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1. Read current reviews
Before you start, read any reviews that have been posted about your business so far. Negative feedback may not necessarily always be a bad thing. It can help you see which areas you need to improve on. For example, if there’s a consistent pattern with late deliveries, you should assess your current process and pinpoint exactly what is causing these delays.
Invest in the right tools to help your company run more efficiently. If you have a gardening business, for instance, you can use landscaping management software, like the one from Jobber, to help you organize the schedules of your crew and avoid missing or being late for a job. Industry-specific management software like this can be found for even the smallest business niche so look around and find what works best for you.
Make it a habit to regularly check what people are saying about you online. This way, you can respond to any complaints in a timely and professional way and acknowledge and thank others who take the time to publicly speak positively of you. Make it a continual process to iron out any pain points and to always push for customers to have the a positive experience with you.
2. Prioritize transparency
Nurturing consumers’ trust in your business is vital to getting more positive online reviews. For that reason, you must be honest and transparent in all interactions with your customers. (2)
Something as simple as providing accurate quotations can go a long way in boosting people’s trust in your brand. Research and adopt quoting best practice. Pay attention to small details and give all your clients the same level of service for each project you work on.
3. Make reviewing easy and rewarding
To increase the number of positive reviews for your business, you must make the task simple and straightforward. People are more likely to share their positive experiences with your brand if they don’t have to jump through a lot of hoops to do so. For example, you can let them choose between a smiling or sad face to represent how they feel about your service and just provide a text box if they want to elaborate. (3)
Next, you can even go as far as incentivizing people to do this for you by offering vouchers or discounts to people who bother to take the time to review the quality of your products and services. Not only do you get more reviews by doing this, you also establish your reputation as a caring and generous business which customers will return to. (3)
Aside from acquiring more positive reviews, you want potential customers to read about your current clients’ experiences with your brand. Hence, make sure to publish positive reviews wherever you can, such as on:
- Your website – Your website is a valuable tool for providing first-hand information about your products and services. It makes a lot of sense for you to post testimonials from real customers about how your service or merchandise helps them solve their everyday problems.
- Social media – Capture your target audience’s attention by being visible on their preferred social media channels. Promote your brand by sharing your customers’ positive experiences. Platforms like Facebook, Twitter, Instagram, and YouTube are also great platforms to acquire reviews as well.
- Google Business – Aside from pinning your office or shop, you can also post photos of positive reviews from other sites on your Google Business profile. The images will be displayed along with your company information when people search for your business.
5. Reply to negative feedback professionally
Although it might sound counter-intuitive, you should also consider negative reviews. It can be tempting to just focus on positive feedback. However, ignoring complaints will only sour that customer’s mood further, which increases the risk that they’ll continue to advocate against your company to their friends.
You should, instead, reach out to that client promptly and try to make amends. Empathize with them and look at their experience from their perspective. This way, you can figure out where things went wrong and how you can improve your processes to avoid this issue from happening again.
Online reviews can make or break your business. People are more likely to trust your brand if they see that other consumers have had positive experiences with your products and services. Follow these steps to capture the interest of potential customers and increase profits.