Online reviews are often trusted more than other forms of marketing because they come from neutral third-party sources. You can’t fully control your brand’s reputation, but you can respond to negative reviews and encourage positive feedback.
Why are online reviews helpful?
- People trust objective parties more than your brand
- People use online reviews before they make a purchase
- These online sites make you more discoverable online
How can you get started taking control of your reviews?
- Search for your brand name online
- Claim all of the online review sites you can find
- Audit the information to ensure that it’s accurate
- Create accounts on the other sites that make sense
- Setup email notifications for when a new review is left
What are the most common review sites?
- Google My Business
- Yelp (consumer-facing)
- Facebook
- Clutch (services)
- Glass Door/Indeed (hiring)
- G2 (software)
- Industry-specific (Houzz, Upcity, Blue Bird, BBB, etc.)
What are tips for responding to reviews?
- Respond to everything— positive or negative
- Be timely— within a week or not at all
- Thank people for leaving a review
- Take negative comments to offline conversations
How can you encourage positive reviews?
- Link to it from your website
- Automated emails to new customers
- Scannable QR codes in brick-and-mortar locations
- Asking people in person
- Can’t offer anything in return
- 4.5 is ideal because people don’t trust 5.0 ratings
