Online Reviews: What Businesses Need To Know

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Online Reviews: What Businesses Need To Know

Online Reviews: What Businesses Need To Know

Online Reviews: What Businesses Need To Know

Online reviews are here to stay. Not only have they spread across different platforms, but our society is becoming more and more accustomed to reading – and leaving – online reviews. Now, more than ever, businesses need to grow their online reviews, and the right review generation strategy can take your company straight up the Google ladder.

Consumers have found a valuable resource in online reviews. Being able to read what others have experienced goes a long way when you’re trying to decide which restaurant to visit, auto service facility to use, even which dentist or physician to see. Google, Facebook, and other search engines have integrated online reviews into their algorithms to deliver users the best possible results. Distance, Relevance, and Prominence are three major signals which figure heavily into that algorithm. Essentially Google is saying, “Is this business close by?” “Is this business publishing info that is relevant to this search?” and “Do people have good things to say about this business?” These signals are very important to how your business appears in search, with reviews being among the most important. OMG National has the strategies and resources to help any business prepare the right review management plan.

Review-Centric Society

A recent study shows that 62% of consumers believe that online reviews are important or very important when choosing a business. Americans are becoming savvy consumers, and who can blame us? No one likes to be taken advantage of or mistreated. Reviews have become a part of life for every business. From the smallest cafe to the largest car dealership, every business must now integrate a policy for dealing with the occasional bad review, or face the consequences. Leaving reviews unanswered can say to the public, “Frankly my dear customer, I don’t give a damn!” It’s just not good business, nor is it in keeping with a best practices approach to customer service. The way that you deal with negative feedback can mean the difference between turning a potential customer into an actual one.

Buying habits indicate that 85% of consumers trust online reviews as much as a recommendation, and this statistic is on the rise. It’s all about the numbers. The more reviews generated for your business, the more chances of positive feedback and valuable SEO keywords potentially left by highly rated Google Local Guides.

Final Thought

Replying to every review, positive or negative, has become an essential part of doing business in 2018. Understanding the different response approaches can become a time consuming task unto itself. Worrying about reviews on multiple platforms like: Yelp, Yahoo, Angie’s List, BBB, Google My Business, Facebook, Bing, YP.com and many others means that you need digital eyes in the back of your digital head, and that you are ready to respond. Sounds like a big, digital headache to me! That’s where OMG National comes in. We’re well versed in responding to every type of review and can help your business create the right review strategy tailored to your industry or profession.

Our Review Stream 3.0 platform is created specifically to enhance the search value of your reviews with Schema markup code, which can improve the way Google, Bing, Yahoo and other search engines find your company and place you within the search results. Find out more here or call us directly to speak with one of our knowledgeable representatives, 800.789.4619.

Facebook Reviews and Your Online Reputation

It’s one week before your mother’s birthday and you want to find the perfect gift. You would like to buy from a trustworthy company with good prices and great quality, but have no idea where to start.

You ask friends and family about gift ideas and you go online to search reviews from other customers.

85% of consumers use the Internet to find local businesses and 88% of consumers read online reviews. With statistics this high, it is evident that people will be searching for you and seeking out reviews for your business.

Facebook is Very Important to your Business

Facebook is one of the most important sites where reviews cannot be ignored. With 864 million daily active users, Facebook is no longer just a social site to connect with friends and family, but is now a major site for researching and connecting with local businesses.

If your business is on Facebook and you’re not monitoring reviews, you’re missing out on important feedback from customers and failing to impress potential buyers who are judging your business based on these reviews on your page.

Facebook Reviews: Who, Where, How?

Facebook reviews can be written on any local business page, by any Facebook user, at any time and all reviews are public.

Seen on the left, your overall rating for reviews is directly located under your business name, which immediately associates your business with either a high or low score.

If your rating is 4 stars or above, 92% of users are likely to use your business. 3 star rating? Now, only 72% of users will use your business. With 2 stars, only 27% are likely to use your business.  It’s obvious to see the decline of trust in a business when their ratings are low.

Don’t let your company lose business and revenue from a low Facebook rating. Give users a reason to look further down your page after you impress them with your 5 star rating!

How do I Handle Facebook Reviews?

Your Facebook reviews need to be monitored daily and responded to ASAP. Whether you’re responding to a positive or negative review, your customers expect to be answered.

Responding to negative reviews gives you the chance to turn a negative experience into a positive one. Take this feedback seriously and make time to find out more about their experience. This also gives you a chance to impress others by showing that you truly do care about all customers’ experiences and make an effort resolve the issues.

When responding to positive reviews, thank your customers for their business and personalize your response as much as you can. By responding, you show your appreciation for their feedback and increase your chances of them using your business again.

 Summary

Quick tips for high Facebook ratings and reviews:

  • Give high quality customer service to each and every customer in person and online
  • Monitor all reviews and ‘like’ positive comments
  • Respond to every review, positive and negative
  • Keep your ratings 4 stars and above to make the most of your online efforts
Courtesy of: ChiefIngredient.com
Read It Here: http://www.chiefingredient.com/2015/01/facebook-reviews-online-reputation/

Five Reasons Why Your Company Needs Negative Reviews!

All business owners cringe at the sight of a one- or two-star review shown publicly on any review site.

The immediate feeling is often disbelief, anger, and resentment toward both the customer and the review site. There is almost nothing that makes business owners more emotional than public criticism of their work.

But emotions aside, negative reviews can actually be a good thing. Here are five ways they can help your business thrive.

1. They improve conversion rates.
On SiteJabber, businesses with 10-30 percent negative reviews actually receive more than 10 times more leads than businesses with nearly all five-star reviews. Other studies have shown that 68 percent of consumers trust reviews more when they see both good and bad reviews.

This is true partly because many consumers want to understand “worst-case scenarios” before doing business with a new company. If they feel that they can live with the worst-case scenario, they may decide your company is one they want to work with.

Perhaps ironically, if potential customers cannot find any information on “worst-case scenarios,” their imaginations may run wild, leading them to decide your business is too risky to engage with.

2. They instill trust.
It may seem counterintuitive that reading bad reviews can make a consumer trust a company more, but we live in an age where fake “social proof” is everywhere. Nowadays, anyone can buy thousands of Facebook likes or Twitter followers for a few dollars.

Savvy consumers understand that reviews also can be fake, so when they see a business with 100 perfect five-star reviews and no bad reviews, they tend to believe all the positive reviews are fakes, even if they are real.

Customers are smart: They know that all businesses, even the best ones, have at least some unhappy customers. So as long as negative reviews are seen alongside good reviews, they can humanize your business and reassure consumers that the rest of your reviews are legitimate.

3. They highlight brilliant customer service (if you respond to them publicly).
Consumers trust brands that have great customer service. Nordstrom is a great example of this.

However, smaller companies often find it challenging to show that they, too, strive to provide the best customer service possible. Responding quickly and proactively to negative reviews is a great way to show you care.

When companies respond publicly to negative online reviews with comments like, “We’re so sorry for the miscommunication. Please contact our representative and we will take care of your issue right away,” prospective consumers gain confidence that the business will address their needs if something goes wrong.

Moreover, customers who rewrite their review after a bad experience can be some of the best public reviews you can get because they show consumers you will work with them if a bad situation arises. So the next time you get a bad review, think of it as an opportunity to show off — and show that you care about customer experience.

4. They publicly educate future customers.
Many business websites have FAQs and return policies that no one ever reads. When things go wrong, consumers often blame the company for bad customer service, even though the business tried its best to state its policies upfront.

By addressing negative reviews publicly, you can help future customers understand your policies and why your company makes certain business decisions. For example, say your business signs up customers to a subscription program when they make an initial purchase. This information is written on your site, but some customers miss it. They then write a negative review explaining they didn’t know they were going to be charged on an ongoing basis.

By answering that review and saying, “We’re sorry you weren’t happy with the subscription. We only use subscriptions because we feel it’s the best way for us to deliver our service to our customers, but we’ve refunded your account and hope you try us again at a later point,” you can show prospective customers how and why your product or service works the way it does.

5. They give you a competitive edge with insights for improvement.
Large corporations spend millions on customer surveys and feedback forms to improve their customer service. Negative reviews are an untapped goldmine of valuable information that can help a business grow and expand.

If someone writes a negative review — justified or not — a business can assume that many other customers feel the same way but didn’t bother to express themselves online, and just stopped using the business’ product or service instead. That review has information that the business can use to its advantage — and that its competitors might not have.

Embracing a glowing five-star review is easy, but even a few one-star reviews can paralyze business owners and cause them to ignore reviews altogether, to the detriment of their business. Instead of fearing reading one-start reviews or engaging with the customers who leave them, you should see each negative review for what it is: a golden opportunity.

Written by: Rodney Gin
Courtesy of: StreetFightMag.com | Read it Here: http://streetfightmag.com/2015/10/15/5-reasons-why-your-business-needs-negative-reviews/


Rodney Gin is co-founder of SiteJabber, the leading community of online business reviewers.

Cash In On Building Your Online Presence in 2017

By: Jesse Lubar
CEO OMG National

Follow Jesse on Twitter @onholddude

This new age of customer exploration is constantly changing. Mobile Searches are seeing unprecedented growth, and location-based local searches on mobile are growing 146% year-over-year. It sounds like sci-fi, but even self-driving vehicles will be the norm by 2021. In order to reach searching consumers in these “micro-moments” or moments that matter, businesses must be in complete control of the data that appears online. The powerful ability to edit, highlight, and advertise across your entire online presence is a key competitive advantage not to be overlooked.

For small businesses looking to succeed in marketing, education is the key, and that means staying updated on what’s new and changing in the digital space. Keeping up with topics such as search marketing, social media platforms and content ideas, plus location-based technology, is imperative.

Here at OMG National, our leadership and marketing committee stays knee-deep in the new frontier of mobile search and what it means for businesses and consumers alike. We study the current state of search, how your next customer is searching right now versus how the search engines are reading those queries. We also work diligently to keep up with all of the “science” and theory behind the major drivers of Google and friends.

We got our start 26 years ago, pre-internet. At that time, our sales professionals were tasked with educating small business owners on how they could leverage their business telephone to drive customer experience, cross-sales, and prevent people from hanging up when they were put on-hold by a busy company. It was about leveraging the tools of the day to maximize every opportunity and improve on their competitive advantage.

Today is no different. Make sure that you’ve got a firm handle on your online search, social, review, and directory sites. You can begin by identifying the most important online real estate that exists for your industry, company type, and location. Once you’ve got your list, start by claiming and/or building them out to the max. Add imagery, a well-written narrative, and be sure to monitor them for reviews and social mentions.

Your well-built online presence will ensure that you are rewarded with enhanced online activity. Follow this DIY formula, or engage an online marketing agency to handle it for you. The experts agree, your presence across these sites is one major key to your company’s future online success.

For OMG National, this is Jesse Lubar, signing off with a smile.