It can be hard to prove your worth to potential customers in the online space.
Without the opportunity to hold your product in their hand or meet your employees face-to-face, it can be challenging for customers to decide whether or not your business is worth purchasing from.
Instead, customers rely on your reputation. They’ll ask friends about your brand, or failing that: rely on reviews.
We’ve compiled a list of ways to get more positive reviews for your business. This way, you can bolster your reputation, boost customer satisfaction, and increase your sales.
You have to start with a strong foundation. A big mistake many brands make is not choosing the right location for their reviews or spreading their reviews across many different sites. This can result in a diluted presence, as reviews are more reputable in large numbers.
Begin by figuring out where you want your customers to leave reviews for your business. Here are some reputable sites for brand reviews.
If your business is listed on Google, the in-built review feature is a perfect place to start for collecting customer feedback. This way, your reviews will be shown whenever someone searches for your business, offering an immediate answer to your brand’s reputation.
Trustpilot is one of the longest-standing review platforms, and it’s jam-packed with useful feedback on all types of brands. Nearly 1 million new reviews are posted each month on the platform, showing its active user database. Plus, it has an in-built feature for embedding star ratings into emails and websites to show off great reviews.
Tripadvisor is the flagship review site for restaurants, travel experiences, and hotel businesses. Recently, Tripadvisor’s total number of user reviews and opinions reached approximately one billion. It’s a household go-to for those looking for new experiences.
As well as offering local business information, photos, and review content, Yelp offers a one-stop local platform for consumers to discover, connect and transact with local businesses of all sizes. Yelp also makes it easy to request quotes and make reservations.
If you sell products on Amazon, eBay, or other marketplaces, using the native review feature is your best bet. These function as a perfect one-stop-shop for customers deciding which product to buy.
Having a solid review page, which you monitor regularly and can direct customers to, will provide a clear starting point for increasing positive reviews. So, begin by deciding where to collect your reviews to get started the right way.
After deciding where you will collect your reviews, you need to make it easy for customers to do just that. The easier it is to show support for your brand, the more likely it’ll be that people leave you a review.
Plaster your review page everywhere. Pop it on the bottom of your website and post about it on your socials. Plus, don’t forget to share your favorite reviews with potential customers.
Don’t forget to invite people to leave a review. Send follow-up emails, add it to your sales process, add it to your packaging, and even get your employees to ask at the end of a phone call with a happy customer. The more times you ask, the more positive reviews you’ll get.
Mistakes are inevitable in business, so don’t shy away from them. If someone’s order gets lost in the mail or a mistake is made, you need to provide an easy way for customers to get the issue resolved.
Many negative reviews are left because there’s no other outlet for a customer to get an issue resolved or because a problem goes unsolved for too long. You’re much more likely to get positive online reviews by working on your customer service offering.
A good first step to improving your customer service is to go back and learn from previous negative reviews to change how you approach your customer service. For example, adding a chat function to your website or employing more customer service representatives to reduce hold times.
By appeasing consumers and going above and beyond, you’ll likely see a boost in positive customer reviews.
No matter which platform your reviews are on, it’s important to make it a two-way street. Consumers want to feel heard. Review platforms aren’t just for customers to discuss their experiences, but for businesses to respond, offer suggestions, or simply acknowledge feedback.
With this in mind, make sure it’s part of your process to respond to reviews regularly – ideally daily. The quicker you respond, the more likely you are to have an impact on the customer who left the review.
An often intimidating part of the review process is negative reviews. A small number of tough to please customers are inevitable, but with the right process you’ll be able to appease consumer concerns instantly and possibly even get them to remove or change their review. Begin by making sure you respond to a negative review as quickly as possible. Offer a resolution, and try to reach out to the customer by other means to understand and resolve the issue.
By responding to all your reviews, you show potential customers that you’re responsive and will acknowledge any issues immediately, should they occur.
Increase positive online reviews by analyzing results regularly. Products like Brandwatch Reviews offer an easy way to collate reviews, analyze product and brand performance, and set goals to improve your brand identity over time.
By analyzing your reviews regularly, you can stay on top of any trends, problems, or opportunities within your review platform. This way, you can actively improve your customer service experience, products, and brand based on direct feedback.
Within Brandwatch Reviews, you can analyze your star rating and sentiment distribution over time and even see which topics are most frequently discussed. With this information, you can improve your services where it matters most.
Get comprehensive coverage and in-depth analysis of all your product reviews, so you can improve brand sentiment.