Online reviews are the way customers perceive your business. So why is the customer’s online review so important today? Consumers have more power than ever, and a quality customer experience generates more loyalty and sales. As the customer’s voice becomes stronger, companies can no longer underestimate its importance.
The importance of online reviews for consumers is reflected by the popularity of sites such as Yelp, TripAdvisor and Google+ where millions of people have used these sites to write reviews and to influence a purchase.
Just take a look at this infographic related to the importance of online reviews
Building a quality e-reputation and investing in the customer experience are the primary objectives for 68% of marketers. SEO Impact, social proof, and building trust are just some of the ways to do this.
Online reviews add credibility to your business even before visitors land on your website – which is good news because people are searching for you on Google, like the rest of the world.
With online reviews, you get more up-to-date and accurate content. And when search engines notice that you are active and valuable to people who are researching you, you stand in front of your competitors.
To put it simply, online reviews are magical for search engines. Google has ranked review sites at the top of their search results which means that when someone searches for your business, reviews will take place at the top of the search results pages. Since it’s rare that people browse past the first page of results, reviews are what they click on the most.
Make sure to respond regularly to your customer feedback: it’s the showcase of your customer service, and it can convince your prospects.
When you actively check your reviews, consistently noticing negative feedback about your speed of delivery, the quality of your products, or your customer service team, you need to change your internal processes to improve the customer experience and reduce the risk of losing customers.
To better understand your customer’s point of view, think about a bad experience you’ve had with some company – whether it’s a shipping error, a technical problem on the website, or a bad customer service – and try to relive the emotions you felt at that time.
Be sure to let your client know that you understand how they feel and how frustrating the situation is for them and show him that you appreciate their return. Interacting with your client emphatically will show that you are taking his complaint very seriously.
How to handle negative reviews
Whether you’ve just launched your merchant site or you already have established e-commerce, seeing a negative online review about your business can be terrifying. However, with the right approach, you can learn to intelligently respond to negative reviews and leverage them to attract customers.
If one of your customers has taken the time to write a negative comment, it means that they have actually encountered a problem; and you must take the time to show him that you feel concerned. When solving your client’s problem, you must be as understanding and proactive as possible to avoid possible negative repercussions.
To propose a solution is not enough; we must act and follow up to solve the problem. Even if you respond quickly and courteously, your words will not mean anything if you do not act.
If the problem persists even after proposing a solution, share an e-mail or phone number with the customer so that the customer can contact you. Continuing the conversation on a private channel will reinforce your desire to solve the problem, and will help you to get more specific details allowing you to propose a more suitable solution.
Creating an irreproachable customer experience it is an essential ingredient when it comes to getting better online assessments. Provide excellent services and products to your customers, and they will reward you with great feedback. Continuously look for new ways to satisfy your customers by anticipating their needs and any difficulties they may encounter.
Motivate your customers to write a review
If you are wondering where all the negative reviews come from, when the majority of your customers are satisfied with your service; it may be your fault. If a company asks its customers to rate it, it is more likely that consumers will leave an opinion. However, dissatisfied customers do not need to be invited.
A dissatisfied customer can make noise by complaining online, while satisfied customers will generally be silent if they are not asked their opinion. When you ask for reviews, the percentage of customers who will write reviews goes up to 29% vs. 14% if they are not invited.
If effective management of negative feedback is important to the success of your business, you need to be proactive for your satisfied customers to share their positive experiences. Some positive comments from sincere customers will enhance your good reputation online and serve as social proof to new customers.
If dissatisfied customers are generally willing to leave negative comments, satisfied customers may need a boost to publicly express their satisfaction.
Social proof- interact with your community
By building an active online community, you will be able to gather a lot of positive testimonials. Interact regularly with your fans on social networks and follow conversations closely to identify potential problems before they turn into negative comments. The more you interact with your customers, the more they will be willing to share their positive experiences.
Invite all your customers to leave a review, so that your prospects have the opportunity to read a multitude of testimonials about your business, instead of letting the dissatisfied customers take care of your e-reputation.