Doing business is tough, but that's why they call it "business," right? Whether you're just getting your feet off the ground or you've been around the block a few times, you're bound to have some hiccups with customer relations.
We've posted before about what happy (and unhappy) customers can do for you business by leaving reviews on sites like Yelp. Getting good reviews (and avoiding negative ones) is only part of the reputation management puzzle, though. Today we're going to look at the importance of keeping your customers happy from the outset. Here's why customer service should be the lifeblood of your business.
Filed Under: customer feedback, customer service, Yelp, bad reviews, online reviews, user experience optimization, reputation management
Recently, online video game storefront Steam published a blog post announcing changes to their review system. The impetus for these changes seemed to be a phenomenon known as “review bombing,” where large numbers of reviewers leave negative feedback in quick succession to tank a business’ or product’s online reputation.
Sounds pretty nasty, right? Well, this got us thinking about how unpredictable reputation management can be in the digital age.
Whether a posse of online bullies is trying to ruin your business or you’re just trying to get some more reviews under your belt, having the best reputation management strategies will help ensure that you come out looking awesome.
Filed Under: reputation management, online reputation, Yelp, online reviews, rating and review sites, SEO
Customer Reviews are an essential part of most people’s decision-making process. 90% of customers read reviews before visiting a store or a website, and 72% won’t make a purchase without reading a positive review.
This means that almost all of your customers base their decisions (at least in part) on reviews they read online.
Spending increases by 31% at businesses with positive reviews as well, and an increase in rating of just one star on Yelp leads to a 5%-9% increase in sales.
With good reviews you can drive more traffic to your business, and that traffic will spend more money.
Filed Under: SEO, reputation management, brand perception, customer engagement, online reviews
With Google’s announcement about the introduction of their new Lens technology, the information available about your business online is becoming more important than ever.
Google Lens is an augmented reality feature that will work through your smartphone’s camera to provide users with real-time information about your business.
Combining geotagging with image recognition, Lens will allow users to point their camera at your storefront or sign and Google will provide relevant information about your business.
Reviews, hours, and even reservation information can be displayed. If a user doesn’t like what they see, they won’t even need to slow down as they pass your business by.
Google Lens isn’t due to be released until later this year, so you still have time to get “Lens Ready”. We’ve put together a list of a few things you can do to make sure your business stays in focus.
Filed Under: reputation management, NAP, online reviews, Directory Listings, Google
The quickest way to lose a customer is to send them to the wrong location or to give them the wrong phone number.
Make sure your customers are given accurate information by providing correct name, address, and phone number (NAP) data in listing directories.
If your NAP info isn’t correct in listing directories then your customers may be given the wrong phone number or be sent to the wrong address, or your location may not get listed in local SEO at all.
Don’t lose your customers! Make sure your NAP info is correct everywhere.
Before you can correct any discrepancies, you need to know that those discrepancies exist. Let’s learn how!
Filed Under: Directory Listings, SEO, NAP, online reviews, claiming listings
Of course most businesses want positive reviews, but every now and then it is bound to happen: you receive the dreaded negative online review. Maybe it's on Yelp or Facebook, or perhaps the offended party leaves a review on every single platform they can possibly think of.
Your initial reaction may be to become defensive. But before you panic, remember that a negative review can actually have a positive impact on your business. And here's a few of the reasons why:
Filed Under: online reviews, rating and review sites, online reputation, reputation management
When it comes to managing online reviews for a multi-family property, managers should be sure to take special precautions. The online reputation of any apartment, townhome, or condo is important as it is usually the first thing that prospective renters will encounter.
Filed Under: online reviews, multi-family industry
Responding to online reviews of your business can be one of the most daunting tasks you face. Luckily, there is an abundance of advice on how to handle negative reviews. What’s missing are suggestions for thanking positive reviewers. They took the time to leave feedback and that deserves recognition.
Filed Under: online reviews, rating and review sites, Angie's List, reputation management
For small businesses, good reviews are more important now than ever before. In a recent study, 88 percent of buyers said their decision to purchase was influenced by reviews. Yelp is one of the most well-known sources of reviews for businesses and is a good place to start if you don’t have any.
Filed Under: online reputation, online reviews, rating and review sites, reputation management, Yelp
If you were hoping online review sites like Yelp would go away, I’m afraid that won’t be happening anytime soon. In fact, according to the latest statistics, in the 10 years Yelp has been around, it has accumulated listings from 86,000 businesses and 67 million reviews.
And as far as consumers go, a survey earlier this year found that among U.S. adult Internet users, 79 percent check online reviews at least some of the time before making a purchase. In fact, consumers want even more from their reviews.
Filed Under: online reputation, online reviews, rating and review sites, Angie's List, reputation management