The most successful and popular companies today have one thing in common: their customers love them! Ratings and reviews have become the building blocks of brand reputation across industries today. Brands are both excited at the opportunity to build a name for themselves and apprehensive about whether they should ask their customers outright what they think about them.
So, we invited Julie Gallaher, owner of Sacramento-based local search and reputation management agency Get On the Map to help us revisit the ABCs of online reviews. With our usual crowd of #SEMrushchat regulars, Julie discussed the benefits of ratings and reviews, how businesses can go about getting more of them, and how to respond effectively to customers’ opinions online. Here is what Julie and our other chat participants had to say:
Q1. Do online reviews really matter? Why or why not?
Julie started out the chat by stating that a company’s star rating is the TOP factor that customers use to judge them.
A1. Absolutely - reviews matter because a company’s online star rating is the #1 factor used by consumers to judge a biz #semrushchat
— Julie Gallaher (@JulieGallaher) July 18, 2018
There are deep-rooted behavioral reasons why this is true; one is that consumers rely on others’ experiences before they try or buy a product. When someone has used a product, they know its faults, benefits, and intricacies. They have already figured out how it works, which is why people trust other people’s judgment more than what brands claim.
A1: Consumers rely on the experiences of similar people when researching new products...I do it all the time! After someone's used X and knows a) how it works, b) its faults c) and offers insights, etc. it's helpful feedback.#semrushchat https://t.co/z2qnljROKc
— ThinkSEM (@ThinkSEM) July 18, 2018
A1 Absolutely reviews matter. People trust other people’s judgements on things - far more than any marketeers advice!#SEMRushChat
— Simon Cox (@simoncox) July 18, 2018
A1: Absolutely! I look at online reviews before choosing which products to buy or places to visit, don't you? #semrushchat
— Kristen Hicks (@atxcopywriter) July 18, 2018
What’s more, it is both a marketing and a digital marketing thing. According to Bill Slawski - @bill_slawski, reviews count as part of location prominence and are conspicuously shown in knowledge panels. Further, reviews improve search rankings of both B2C (e-commerce) and B2B businesses and can also be used as star ratings for PPC. Even with all these SEO and digital advantages, David Rosam - @davidrosam was quick to point out that considered opinions of other people have always helped sell stuff, even before the days of e-commerce.
A1. Also you can’t do well with Google without good reviews @moz says reviews are giant factor in search results https://t.co/4gElXS0yAX #semrushchat
— Julie Gallaher (@JulieGallaher) July 18, 2018
A1 Online Reviews do really matter: people search for reviews, reviews count as part of location prominence (part of local search rankings), Reviews are prominently placed in knowledge panels #SEMRushChat
— Bill Slawski ⚓ (@bill_slawski) July 18, 2018
A1: Yes, online reviews matter for at least two reasons. 1) They boost search rankings/visibility. 2) Consumers can learn from the experiences of others and share their own. #SEMRushChat
— Marccx Media (@marccxmedia) July 18, 2018
A1: Online reviews appear in search and are a significant consideration for both ecomm and B2B, as well as others. It's a primary third-party way to reference a company/product, and is powerful for the bottom line. Some reviews /become start-ratings for PPC as well. #semrushchat
— Jacques Bouchard (@jacquesbouchard) July 18, 2018
A1) This is a marketing thing, not a digital marketing one. Third-party opinions have always sold stuff, and it's no different online.
But don't bother putting up false ones. You'll be rumbled.#semrushchat
— David Rosam (@davidrosam) July 18, 2018
That said, there are new normals in buyer behavior now. These days, online reviews are the new word of mouth. Rather than looking offline, many people find it easier to go online to research a company and its products. What other people have said about a company can directly affect how potential customers perceive a company or brand, and what they say helps them make an educated purchase decision.
A1: Absolutely! Given today's society and buyer behavior, online reviews are critical for any business. It's the new word of mouth. With today's technology, there is no offline mode #semrushchat
— Danny Ray Lima (@dannyraylima) July 18, 2018
A1: Yes of course it does as most people research online for validation for the data presented online against person/company/profile, this can directly affect/influence their decisions to said person/company/profile if -or+ #ORM #SEMrushchat @juliegallaher @semrush
— Alexis Huddart (@Flexoid) July 18, 2018
A1: Absolutely! Many customers read reviews before making a purchase or hiring a company. It helps them make an educated decision before spending their hard-earned money. #semrushchat
— Express Writers (@ExpWriters) July 18, 2018
Participants were also quick to discuss the importance of negative reviews. The general consensus seemed to be that it was very important to respond to negative reviews quickly (and nicely). A not-so-great review is a good opportunity for conversion. There is always room for improvement and for businesses to fix their mistakes and appease the customer.
A1: One bad egg spoils the bunch #ORM #SEMrushchat @juliegallaher @semrush
— Alexis Huddart (@Flexoid) July 18, 2018
A1) Yes.
☆☆☆☆☆
And important to note is when you don't get a great review. Own it immediately and try to convert them.#SEMrushchat— ArcsecDigital (@ArcsecDigital) July 18, 2018
This is an interesting thought. If I see a bad review, I tend to look at the date first.
Maybe the manufacturers/owners have had enough time to rectify whatever they messed up. (For local businesses in particular.) #SEMRushChat - A1
— Narmadhaa (@s_narmadhaa) July 18, 2018
It is important to remember that behind every brand, there is a person who wants to feel valued, and reviews can make them feel that much better. Reviews tell a company if people really appreciate their products (or don’t appreciate). In the end, it also matters how the company reacts. The more detailed the reviews, the more feedback a company can get, and the better it can respond to them.
It's also a human thing. We all want someone to agree with us. #SEMRushChat - A1
— Narmadhaa (@s_narmadhaa) July 18, 2018
A1 Reviews answer questions we might have about products or services and tell us if people like us appreciated a company enough to write something about them. #SEMRushChat
— Bill Slawski ⚓ (@bill_slawski) July 18, 2018
A1: Absolutely! The more positive feedback, the better. However, how the company responds to the reviews is just as important! #SEMrushchat pic.twitter.com/9gxHEpyVRk
— RocketBrand (@GoRocketBrand) July 18, 2018
A1: while generally i'd echo all the yesses here - a review is really only as good as it is descriptive - sometimes you gotta go through a bunch of "loved it" or "hated it" to get to something insightful #SEMrushchat
— JP Sherman (@jpsherman) July 18, 2018
Q2. Do you think it’s okay to ask people for reviews? If so, what is the best way to do so?
Yes, it is fine for businesses to ask customers for reviews. However, don’t go about it randomly. And remember, patience is a virtue. Don’t quit trying if you don’t get any responses or a few rejections.
A2. If people just randomly ask clients for reviews, they get discouraged when someone doesn't say yes and quit asking. Introducing system I sometimes find out their clients love them #SEMrushchat ❤️
— Julie Gallaher (@JulieGallaher) July 18, 2018
All the big e-commerce sites ask for reviews since people might not even know that they have an option to leave a review. In fact, reviews are part of the algorithms of platforms like Amazon and Yelp, and if you are not putting any effort into getting reviews, your business might not even show up on search results on these sites.
A2: Absolutely it is OK to ask for reviews. It is what all the big ecomm sites do. People might not know about a review option unless you tell them #semrushchat
— Andy Drinkwater (@iqseo) July 18, 2018
A2 Yes, you can ask for reviews. Reviews are part of the algorithm of sites like Amazon and Yelp -- without a minimum you may not show in their search results. Buyers need to be cognizant, tho, of companies with small number of all 5 star reviews #SEMrushchat
— Louis Gudema (@LouisGudema) July 18, 2018
When asking for a review, be strategic and polite. Don’t think of it as a remarketing effort and continuously push your message. Customers will understand that you value feedback, as long as you are ‘human’ about it. Just let them know that their feedback will also help others make an informed decision.
A2. I think its great to ask for reviews but by doing so strategically.
"Help us improve by sharing your experience" #SEMrushchat— Nathan Driver (@natedriver) July 18, 2018
A2: Yes I think that happy customers could be politely asked to provide a review. Make the "ask" casual and breezy, with no pressure attached to it. ?#semrushchat
— Emily Baillie (@EmilyBaillie) July 18, 2018
A2: Of course it is -- if you're having a conversation with a satisfied customer, simply say, "We LOVE that feedback! Would you mind putting it online for others to see?"
That's not gaming the system; that's just being human.#semrushchat https://t.co/u6b3qtP4lg
— ThinkSEM (@ThinkSEM) July 18, 2018
A2: There's nothing wrong with asking people for reviews. Just don't do it in a pushy way!
Reach out to customers and let them know how much you value their feedback and how it can help others. #semrushchat
— Express Writers (@ExpWriters) July 18, 2018
Make sure you give your customers a lot of options as to where they can leave reviews, i.e., Google, Facebook, Yelp, Amazon, or even a physical one (if you have a brick and mortar business). You also have the option of asking for a quick video testimonial. If all else fails, send them an email, an automated one will do. The most important thing to do is to find a way to make it as easy and effortless as possible for customers to leave reviews.
A2: I think it's perfectly fine to ask for reviews, but don't specifically say, "Leave us a *good* review!" It's better to just generically ask for one and give people multiple options for places to leave them: Google, Yelp, Facebook, etc. I'm very by the book?♀️ #semrushchat
— Carolyn Lyden (@Carolyn_Lyden) July 18, 2018
A2 It is OK to ask people for reviews; a sign asking or some examples in an office or showroom waiting room is a good approach, and has led me to write a few reviews. #SEMRushChat
— Bill Slawski ⚓ (@bill_slawski) July 18, 2018
A2) Yes. It's ok, even encouraged by Google and others. One of our Residential Real Estate client's uses this quite effectively. Testimonials can be both written and/or video. #semrushchat pic.twitter.com/t9AlgBvfYU
— ArcsecDigital (@ArcsecDigital) July 18, 2018
A2/2: Take @Trustpilot - they have an option in there that allows you to e-mail clients and ask for reviews.
I think it is an accepted these days #semrushchat
— Andy Drinkwater (@iqseo) July 18, 2018
A2: @Wendys is amazing at engaging authentically with their customers online. For both good AND bad feedback. #semrushchat https://t.co/AgozVGucSM
— Dean Brady (@deanbrady) July 18, 2018
A2: Yes. For B2C, ecomm, and employment services (i.e. recruiting), I recommend sending emails (generally automated) to gauge satisfaction. Happy? Leave a review! Neutral or unhappy - then we're not done serving you; let's work this out so you're happy. #semrushchat
— Jacques Bouchard (@jacquesbouchard) July 18, 2018
There is a ‘right way’ and a ‘nice way’ to ask for reviews. People are more likely to leave one when they have recently been blown away by the product, and you email them requesting a review. However, make sure to shy away from influencing their opinion or trying to suggest what they write. And please don’t ask for five stars! Make sure that they are happy giving their feedback.
A2: i am much more likely to leave a review when asked:
- in person
- in a follow up "how did you like it" email
- when blown away by the product
NOT
- when in the purchasing funnel
- after i've made a purchase#SEMrushchat— JP Sherman (@jpsherman) July 18, 2018
A2: One of the most ethical ways to ask for a review is within the receipt email. We had a tremendous response this way and didn't add another item to the user's inbox for only our own needs. #semrushchat
— Ryan Glass (@RyanGPhx) July 18, 2018
A2: It's absolutely ok to ask for a review. As long as you don't coach them on what to say, you want them to be natural and reflect how the customers actually feel #SEMrushchat
— James Leisy (@theJimmyB0b) July 18, 2018
A2) Of course it is! Ask satisfied customers if they'd be happy to write a review.
Then step away. Don't ask to read it before publication. And don't ask for five stars.
Say thanks afterwards.#semrushchat
— David Rosam (@davidrosam) July 18, 2018
A2: Yes it's okay, and I encourage more businesses to do so, as this drives future business. One of my favorite ways is in person, getting a personal connection for an online experience always drives me to leave a review #SEMrushchat
— Danny Ray Lima (@dannyraylima) July 18, 2018
Q3. What are some ways you can use reviews to gain new customers?
The number of reviews you have matters. In fact, Julie Gallaher - @JulieGallaher confirmed that consumers read an average of 7 reviews before they make a purchase decision. Reviews not only help you reach new customers but also help customers look at your company in a new light, especially when reviewers outline the benefits of your products. You can capitalize on positive reviews, create engagement, and use them as a vehicle for spreading more brand awareness and gaining customer love.
A3.1 - Also see how the customer is describing your product/service - might be a better way to reach new customers#SEMrushchat
— Nathan Driver (@natedriver) July 18, 2018
A3: Like @dannyraylima said earlier, reviews are the new word of mouth. Reviews can help shed new light on your company. #semrushchat
— Netvantage Marketing (@netvantage) July 18, 2018
A3: When the reviews outline how the product/services helped the customers, that's only ever a helpful thing. I've converted off reviews where happy customers talked about benefits.#semrushchat https://t.co/4DiuJ4XSZu
— ThinkSEM (@ThinkSEM) July 18, 2018
A3) It's all about the experience. This is where your brand did something that can create engagement and a following. Nothing attracts a crowd like a crowd. Use these as brand ambassadors to further your marketing efforts w/real anecdotal evidence.#semrushchat
— ArcsecDigital (@ArcsecDigital) July 18, 2018
Participants also shared where they showcased their reviews, like physical stores, their website, social pages, case studies, testimonials, and marketing brochures.
A3: I like to use them on social a a quick snippet of information from a person who has first hand knowledge, helps you build a story of who you are and how you go about your business. #semrushchat
— Kieran Ledger (@KJLedger) July 18, 2018
A3:
– Showcasing them on the website.
– Sharing them on social media.
– Creating video testimonials.
– Publishing case studies.
– Distributing case studies through the sales team.#SEMRushChat— Narmadhaa (@s_narmadhaa) July 18, 2018
A3: You can feature good ones on your website or in your physical store, or pull quotes for your own marketing. Happy reviewers could also make good case studies #Semrushchat
— Kristen Hicks (@atxcopywriter) July 18, 2018
A3. I take snapshots of my five star reviews and use them as a photo in social media - especially twitter. #semrushchat
— Julie Gallaher (@JulieGallaher) July 18, 2018
A3 Include Testimonials or quotes from reviews in pitches or marketing materials to make a positive impression on a potential client #SEMRushChat #GoodFirstImpressions
— Bill Slawski ⚓ (@bill_slawski) July 18, 2018
Wondering how you can showcase your customers? Promote your happy customers by highlighting the great experiences they had on your social media pages or your website. Ask them what’s missing from your product, but don’t forget to stress how you helped them out. Sit back and watch the word spread!
A3: One of my favorite ways is to use customer experience to generate user content, highlight a customer that had a good experience. Everyone is driven to have their share of fame on social media to share. Use them to spread the word with a spotlight for your brand. #SEMrushchat
— Danny Ray Lima (@dannyraylima) July 18, 2018
A3. Use reviews to showcase your superior customer service and how much you care about your customers. #SEMrushchat
— Reva Minkoff (@revaminkoff) July 18, 2018
A3 Buy using quotes on your site, showing happy cosumers. By reaching out to them and ask them what they are missing, continuous improvements. #semrushchat
— Arnout Hellemans (@hellemans) July 18, 2018
Reviews provide an unmissable opportunity for creating more relevant and contextual content. Turn reviews and testimonials into images and case studies. Feature these on your site. And, most importantly, make a conscious effort to read and reply to them. You may even discover a few benefits you never knew your product had!
A3: Utilize them in your content strategy. Have a "Look what people have said about us" post. Create images that show off glowing reviews. Let people know what previous clients have thought about you to build that trust with potential clients.#SEMRushChat pic.twitter.com/dwKmEuVIWO
— Jason Schemmel - Podcaster. Speaker. #GSDChat?️? (@JasonSchemmel) July 18, 2018
A3) Feature reviews on your site - preferably on a relevant page.
But read them, too. Are there any clues to the actual benefits the reviewer got? Are they different from how you saw the benefits?#semrushchat
— David Rosam (@davidrosam) July 18, 2018
You can also gain more local visibility on Google, which is where your customers will most likely start their journey, by using geo-specific reviews on landing pages made for that area. Use structured data on that product or landing page as this will get you all-star ratings in the search results and also allow the actual reviews to be searchable.
A3. I like to use geographically specific reviews on landing pages for that territory, offers proof, signal for Google. #SEMrushchat
— Julie Gallaher (@JulieGallaher) July 18, 2018
A3: Make sure they can be indexed against a product page, making use of structured data (AggregateRating and Review) to try and get starred ratings in the SERPs, and allow the reviews content to be searchable. #semrushchat
— Neil Yeomans (@neil_yeomans) July 18, 2018
Lastly, reviews are vital to building relationships with your customers. Torrents are made of drips, they say, and reviews are those small interactions that have the potential to turn into a torrent of goodwill for your brand. Proactively responding to reviews shows you care about your customers’ viewpoints, especially if the user had a bad experience; this is your golden chance to showcase your values.
A3 building a rapport with the customer is key - small interactions really help build that relationship. Naked Wine do this well by asking you to rate each bottle you order - these little interactions build up that relationship.
— Simon Cox (@simoncox) July 18, 2018
A3: Having transparency of reputation is the best approach for -or+, proactively addressing this consummately, quickly & publicly shows you care about your reputation and are listening to the feedback, win win. #ORM #SEMrushchat @juliegallaher @semrush
— Alexis Huddart (@Flexoid) July 18, 2018
A3: Engage with users that had a bad experience. Make it better. A user that knows you care and are listening will be worth more than the casual “it worked good” review. Do it publicly. #SEMRushChat https://t.co/Kq7KjzgcYN
— Dean Brady (@deanbrady) July 18, 2018
A3. Responding to reviews provides a great chance to show your potential customers your values & how you work with existing customers. Both for positive & negative reviews. Engage with your customers, especially if you're a local business or customer service focused! #semrushchat
— Sarah Weissberger (@skweissberger) July 18, 2018
Q4. What are the worst ways to respond to a negative review?
Negative reviews and bad publicity are unavoidable at some point for any brand or business. Everyone isn’t going to like everything that you do, so when you see something negative about your brand, the first step you should take is to breathe and stay calm. When a brand is in a public argument, they are always the loser. The moment you try to blame the reviewer or try to prove them wrong, the public will sympathize with the individual and most likely gang up on you.
A4. Cool down before you respond, you don’t want to get in a smack down. The bad reviewer’s friends will join in and you can end up worse off #semrushchat
— Julie Gallaher (@JulieGallaher) July 18, 2018
A4. Blaming the user/reviewer. Don't ever ever do this! #SEMrushchat
— Reva Minkoff (@revaminkoff) July 18, 2018
A4. 1) Accusing the customer of (fill in the blank) even if it is true, it makes the company appear unprofessional at best... callous/rude at worst.
2.) Not responding at all. (see above explanation.)
3.) Trying to "prove" the customer is wrong. Kindness is best. #SEMRushChat— pair Networks (@pairnetworks) July 18, 2018
As Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” Think of any negative comments as a customer service problem. The way to deal with it is to acknowledge the issue and empathize with the customer. Recognize the fact that no customer is ever out to get you, insult you, or personally attack you.
A4 Bill Gates once said “Your most unhappy customers are your greatest source of learning”. #SEMrushchat
— Louis Gudema (@LouisGudema) July 18, 2018
A4: Defensively, simple as that. Any response needs to be constructive, acknowledge the problem, and offer help if possible. Think of it as a customer service issue rather than an insult. #semrushchat
— Neil Yeomans (@neil_yeomans) July 18, 2018
A4/2: No-one ever likes to be unhappy about any product or service, so learn to empathise with them.
It might not be in your nature, but you need to learn how customer service works.
Remember: The customer is always right :)#semrushchat
— Andy Drinkwater (@iqseo) July 18, 2018
So, how do you approach a precarious customer service situation and react wisely to negative comments? Resist the need to argue and take all criticism constructively. You can’t please everyone all the time, so don’t be afraid of starting with an apology. Every bad review is another chance to showcase your commitment to customer service to potential customers. Try and find a way to set it right for them.
A4) It would be wrong to respond in an argumentative/combative way. It is better to approach the situation by appreciating their [hopefully constructive] criticism. #semrushchat
— Roxanne (@rescuemom_nyc) July 18, 2018
A4: Argue!
If you try and argue your way out of someone being unhappy, you don't deserve to have customers.
People are unhappy sometimes, so do your best to try and put it right, whatever it.
Don't be afraid to apologies and put things right for them #semrushchat
— Andy Drinkwater (@iqseo) July 18, 2018
A4: Remember the bad review is an opportunity to showcase your customer service to potential customers and not to defend or argue. So apologize even if you know you're not at fault then offer to take the discussion offline to work it out. #semrushchat pic.twitter.com/uZycJSDmSu
— Annette Sugden (@Annette_Sugden) July 18, 2018
So, how should you NOT respond to a negative review? For starters, don’t ignore it or take forever to respond. Once you verify that it came from a genuine customer and not a troll, apologize publicly and then try to take the discussion to a private channel. Again, don’t fight fire with fire. If you blame or turn hostile towards the customer, you will only end up making the situation worse. Finally, don’t try to hush the issue up by throwing money at it (i.e., discounts or freebies), especially in a public setting. If you do that, people may give you more bad reviews than you could possibly afford.
A4: The worst way is to ignore the review from the customer, I understand we have an issue with "trolls," but you need to do your due diligence and verify the review. Also don't assign blame online, take the matter into a private discussion with the customer. #SEMrushchat
— Danny Ray Lima (@dannyraylima) July 18, 2018
A4 don’t take months to reply back. #SEMRushChat pic.twitter.com/PDy8YbHKCH
— Annoyin’ Observer (@SirKingofGifs) July 18, 2018
A4: The worst way--with more negativity, don't fight fire with fire. Apologize for unmet expectations--regardless of whether or not you are right or wrong. Customers who have poor experiences usually do so bc of expectations, not necessarily reality. #SEMrushchat
— Carolyn Lyden (@Carolyn_Lyden) July 18, 2018
A4 Worst way to respond to a negative review is by taking action that ends up making it look much worse, such as suing (referred to as the Streisand effect) https://t.co/JS9AlG3bu3 #SEMRushChat
— Bill Slawski ⚓ (@bill_slawski) July 18, 2018
A4. Never ever publicly respond to a bad review that you’ll give them something free to compensate - you just encourage more bad reviews from people who want free stuff #semrushchat
— Julie Gallaher (@JulieGallaher) July 18, 2018
Q5. What are some of the most effective ways local businesses can increase their online ratings and reviews?
The most effective way of asking your customers for reviews is to connect with them on a personal level and ask for their honest feedback. Julie Gallaher cites how a San Diego café put up a chalkboard asking customers for reviews on Yelp, Google, and Facebook and went on to rank #1 for "white mocha latte" in the city. If you don’t have a chalkboard, stickers and cards will do just fine.
A5. Cafe has chalkboard - tell us what you think about our white mocha latte @yelp @google @facebook. Later scores #1 in San Diego for white mocha latte on Google #SEMrushchat
— Julie Gallaher (@JulieGallaher) July 18, 2018
A5: Interact with customers offline, and find a way to ask them nicely for a review if their experience was positive. I always loved TripAdvisor's stickers in restaurants around the world. #SEMrushchat
— Igal Stolpner (@igalst) July 18, 2018
A5: If you're a bricks and mortar biz, have a sign or card or something by the cash encouraging people to follow online & write a review #semrushchat
— Emily Baillie (@EmilyBaillie) July 18, 2018
When it comes to online ways of soliciting reviews, email is a great place to start. Then, of course, there is social media, where you can add a call-to-action for customers to engage further with you, or even throw in a few goodies to incentivize them. Apart from that, find a review platform that works best for your industry. Remember, what “works best” doesn’t just mean superior brand sentiment; it also means more customers converting from the platform in question.
Pro tip: go one step ahead and ask specific questions aimed at getting targeted user-generated content around the keywords that matter for you on those pages. And once you have done all the hard work, don’t forget to track brand mentions and measure your success with tools like SEMrush’s Brand Monitoring tool.
A5. Ask for them. A little sign on the front desk and a follow up email go a long way! #semrushchat
— Reva Minkoff (@revaminkoff) July 18, 2018
A5 - Share on social media! Reviews are earned so making a fun campaign asking for reviews and show a clear call to action can work to your advantage! I know some companies have even thrown in a “prize” of sorts to those who submitted reviews. #SEMRushChat @SEMRush
— Kat Hammoud (@KatHammoud) July 18, 2018
A5) Email campaigns from your list or recent clients/customers. Find where they are besides Google. Are you converting better on FB or Yelp, than have them give a review on the platform that works?. A quick example is Real Estate (FB), Restaurants (Yelp).#semrushchat
— ArcsecDigital (@ArcsecDigital) July 18, 2018
A5: @DarrenShaw_ Killed this topic at #MozCon with a TON of ideas. 1 I thought was great was asking specific Qs for reviews to try to get targeted KW content in your review platforms. How was the food at this restaurant? How was the service? How was the wait? etc. #semrushchat
— Carolyn Lyden (@Carolyn_Lyden) July 18, 2018
There is only one golden rule to getting positive reviews – and that is to earn them. Go all out to earn that 5-star rating and don’t rest until you have it. Answer your phone promptly every time, and don’t just say you provide “great service,” take it seriously. Never miss an opportunity to go the extra mile and make your customers feel extra special. Always have a positive attitude towards your customers. Respect them and make them want to say something nice about your company.
A5. The most important thing to increase your ratings is to earn them. Bad Customer service is the most frequent complaint. #semrushchat
— Julie Gallaher (@JulieGallaher) July 18, 2018
A5. I also love the business I go to that has a sign saying "if you're happy,
Give us 5 stars. If not, talk to us and let us fix it. " That is what this is all about #semrushchat— Reva Minkoff (@revaminkoff) July 18, 2018
A5: Don't just say you provide great service, really provide great service! Answer your phone. Return customer calls promptly. Greet customers if customers can drop in. People tend to leave reviews when they're super happy or very unhappy with your business. #semrushchat pic.twitter.com/76RMgj8ewP
— Annette Sugden (@Annette_Sugden) July 18, 2018
A5: Look for opportunities to go above and beyond. I'm more likely to review businesses if there's something special about my experience #semrushchat
— Kristen Hicks (@atxcopywriter) July 18, 2018
A5 Fix any negative issues raised by reviews; treat all reviewers positively and with respect; apologize; answer questions; provide good service and goods and have a positive attitude with customers; give them a chance to leave positive reviews. #SEMRushChat
— Bill Slawski ⚓ (@bill_slawski) July 18, 2018
Great customer service is built on the back of excellent work and lasting personal relationships. Start by asking customers to talk about their experience with the real people that work for your company. Outcompete your competitors by proving that nice guys finish first.
A5. If you're a service-oriented company, ask customers to give a review for the technician/rep/mover/employee they interacted with. There is something more personal about sharing a good experience you had with a specific person. #semrushchat
— Sarah Weissberger (@skweissberger) July 18, 2018
A5) Be excellent at everything you do. Develop personal(ised) relationships with your customers and prospects.
Be better, more professional and nicer than your competitors.#semrushchat
— David Rosam (@davidrosam) July 18, 2018
That is all for today! In case you missed the party, it isn’t too late, let us know your tips on online reputation in the comments!
Make sure to join us this week as we discuss “How to Use Marketing Analytics to Drive Superior Growth” with special guest, Steve Hammer!
Comments
Asks great questions and provides brilliant answers.
An experienced member who is always happy to help.
An experienced member who is always happy to help.
Provides valuable insights and adds depth to the conversation.