Consumers trust online reviews. For some, it’s the first thing they check when considering a new business. They want to know how other customers feel about your products, services, hours, locations, and other features of your business.
The importance of reviews
of consumers search online and/or check the business web site before visiting a new business.1
of customers surveyed say they are influenced by online reviews.
1 Insights listed above are from Visa’s Digital Transformation Research, 2018 Maru/Matchbox survey.
Getting the best out of customer reviews
We’ve covered how important it is to create an online presence, and having excellent reviews is a part of that. No matter how polished your website and social feed are, feedback from your existing customers play an important role in helping you get new customers.
Six tips for tackling customer reviews
Ask customers for reviews: Customers are more likely to leave a review if asked. Let customers know which review sites are best for your business.
Stay prepared for new reviews: Most review sites can send a notification when your business receives a new review. This is handy because you can quickly and easily respond—especially if there’s a negative review.
Reply privately: Many review sites allow you to contact the reviewer directly. This can be a smart way to handle a customer concern, avoiding an extended public dispute.
Prioritize responding: Most review sites can send a notification when your business receives a new review. This makes it easy to can quickly respond with an appreciative and balanced response. Set aside time to say thanks to any customer that leaves a review.
What’s the best way to ask for reviews?
Final invoice: You could include a request for a review in your final invoice.
Web site or email: Make it easy for a customer to leave a review on your site, or include a link in one of your emails where customers can leave a review.
Physical location: If you have a physical location, you can always create posters or window stickers asking customers to leave reviews on your preferred sites.