Good Reviews & How to Get 'Em (July 12th 2016)
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July 12th, 2016 Good Reviews & How to Get ‘Em
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Transcript of Good Reviews & How to Get 'Em (July 12th 2016)
July 12th, 2016
Good Reviews & How to Get ‘Em
Proprietary + Confidential 7/12/16
Surefire Social is the #1 Local Marketing Cloud
Local Businesses“I need better/easier
coordination of activities across channels and data to
prove ROI”
Think of Surefire Social when…
● You need more customers through hyper-local digital channels
● You have no website, you hate your website, or you’d like to improve your website
● You need your business to be in all the places your customers are looking for you
● You need to be able to control, act, and analyze your marketing all in one place
Proprietary + Confidential 7/12/16
TODAY’S SPEAKERS
Proprietary + Confidential 7/12/16
Tara LewisRegional Marketing Director | YelpTopic: Best Practices on Yelp
Chelsea WelshNational Marketing Manager | Gutter HelmetTopic: How the Home Services Industry is Managing Reviews & Reputation
Kami HuyseCEO | ZoeticaTopic: Reputation Trends & Responding to Reviews
Kami HuyseCEO | Zoetica
The Latest Trends & Responding to Reviews
• 92% of consumers now read online reviews (vs. 88% in 2014)
• 40% of consumers form an opinion by reading just 1-3 reviews (vs. 29% in 2014)
• Star rating is #1 factor used by consumers to judge a business
• 68% say positive reviews make them trust a local business more (vs. 72% in 2014)
• WOM (34%) and Facebook (17%) remain the top ways that people recommend businesses to their peers
Importance of Ratings
Mobile Trends
• 38% have searched at least once per month for a local business
• 58% have searched for a restaurant on a mobile device
• 50% prefer a mobile internet browser to maps / apps
• 52% say a physical address is the most important info
• 38% are put off if there's no map / address displayed
• 38% are impressed when a local business has a mobile site
• 61% are more likely to contact a local business with a mobile site
Influence of Reviews on Purchase
31% of consumers will trust reviews as long as they believe they are authentic.
Types of “Fake” Reviews
•Businesses write them
•Negative reviews of rivals
•Cherry-picking positive reviews
•Unpublished (or buried) negative reviews
•Paid Reviews are not necessarily fake, but…
How to Respond to Reviews
•Claim Your Listing•Anticipate Common Issues•Respond, Don’t React•Embrace the Negative and Fix Problems
•Empower Your Happy Customers
•Try Saying Thanks
Tara LewisRegional Marketing Director | Yelp
Best Practices on Yelp
Why Yelp Exists:
Start Here: www.biz.yelp.com
Free Tools, User Views & Customer Leads
Optimize Your Listing
Add Photos
Add Basic Business Information
Describe Specialties &
Share Your Story
Add your website &
receive messages
from potential customers
Create Gift Certificate
Or Deal
Respond to Yelpers on the go? There’s an app for that.biz.yelp.com/support/mobile
Connect with Customers & Join the Conversation
Send Private Message
Post Public Comment
Tip #1: Craft Responses You Can Be Proud Of…
Tip #2: Respond Promptly
1 Star Review on 8/5/12
Review Update: 3 Stars
Public Comment from
Business Owner
What Are Recommended Reviews?
What Are Recommended Reviews?
Provide Great Service
Email Signatures and Business Cards
Create a Check-In Offer & Yelp Deal
In-Office & Newsletter Marketing
Don’t ask for reviews, but…
Tara LewisRegional Marketing Director | Yelp
Email: [email protected]: https://www.linkedin.com/in/tara-lewis-328b432Twitter: @TheTaraLewis
Chelsea WelshMBA
National Marketing ManagerGutter Helmet
America’s Number #1 Choice in Gutter Protection
How is the Home Services Industry Managing Reviews & Reputation?
Why Respond to Reviews
Turn a negative review into a positive experience!
1. Show clients you care2. Demonstrate your passion for
customer service3. Increase customer retention4. Increase new customer
acquisition
Reputation
4 Quick Tips on Managing Reviews
1. Pay attention to the reviews you already have.It may sound obvious, but you can't generate good reviews (at least not legally) unless you have happy customers to write them. No amount of asking for user reviews or soliciting feedback will help compensate for a bad first impression.
2. Let people know where to review youNot good reviews -- just reviews, and not until the end of the transaction. You don't want to be pushy, but after you've delivered a service or product.
3. Respond quickly to bad reviews.Resist the urge to defend your company, product, or employee, an approach that almost always makes things worse. Drive the conversation offline.
4. Make reviews as easy as possible.Our product has a 'give feedback' button or an area that has links that users encounter at the end of the process, to leave a review.
Home Services Industry + Reviews
How is the Home Services industry managing reviews?
1. Timely - it’s imperative to respond to negative reviews immediately.
2. Ask - Do not be afraid to ask for the review, at the right time. Written review or video reviews.
3. Embrace Raving fans - For those customers that have had an amazing experience with your company, once they post the review, make sure that you send a thank you!
Here at Gutter Helmet®, we make the review process a part of the warranty registration process. As the customer registers for their warranty, we ask them several homeowner satisfaction questions, which includes a section for a review.
Increasing & Managing Reviews
Should a business owner lose sleep over a 1 star review?
• Yes, depending on what that one star review entails. It is very important to deal with customer issues immediately. Especially with the increased use of mobile and online reviews. Address the issues right away, drive the conversation offline….
• Plan and implement a review strategy• Make it a part of your routine • Look for new tools like Tout for video testimonials
Elements of a response
1. Always Say Thank You 2. Mention any positive points
from the review3. Apologize if things went
wrong4. Suggest contacting you by
phone or email5. Offer to work with them
Chelsea WelshMBA
Email: [email protected]: https://www.linkedin.com/in/chelsea-welsh-mba-850484bTwitter: @ChelseaView
National Marketing ManagerGutter Helmet America’s Number #1 Choice in Gutter Protection
There’s an easy way to get reviews
➔ GeoJuice - Mobile App
➔ Desktop
➔ Hyper-local Content that Google LOVES
➔ More Check-Ins, More Indexing, Improved Ranking, Increased Web Visibility, More Leads
➔ Recency, Frequency, Proximity
Team can send customer survey
Easy to add reviews to your website
2016
Reviews are part of your digital footprint
Proprietary + Confidential
www.yourdomain.com
Proprietary + Confidential 7/12/16
Talk to Lauren!
Recently a customer of ours called in, excited to share that they had closed a $7K deal by showing the homeowner recent reviews via the GeoJuice page on their website.
Imagine the possibilities! I’d love to chat more about how your team can use this tool - Let’s talk. I can provide you with an assessment of your digital marketing.
Lauren [email protected]
/SurefireSocial @surefiresocial Surefiresocial.com
THANK YOU!
