Facts: 80% of people research online before making a purchase; 89% of people trust online reviews; and 52% of people are more likely to use a company with good online reviews.
Getting online reviews for your business will be more important in 2016 than previous years as Google and other major search engines are ramping up places where your reviews can be featured.
As an SMB owner/marketer that wants to gain more online exposure, setting up your business on online review sites like Yelp and Google My Business is just one half of the equation.
The second half is earning powerful customer-generated content: positive reviews. And sometimes this can be easier said than done.
image via http://www.promodo.com/
Naturally, the displeased love to voice their opinions.
And no matter how perfect you think your product or service is, you’re going to run into negative reviews.
You don’t have to work very hard to earn these. Luckily for you, there are plenty of ways to deal with them.
So, how do you go about motivating your customers to go online to talk about their positive experiences?
In an ideal world, you’d deliver on your promises, everyone would be happy, and they’d tell all their friends.
But if you’re reading this, then you know this usually isn’t the case.
Sometimes happy customers need a push, a reminder to tell the world how good you were to them.
Give your customers a reason to want to go the extra mile
Sounds crazy, but do you know how much extra effort it takes for me, as a consumer, to pull out my phone or computer; go to a review site or app, find your business, and then leave an honest review?
Most people will check-in, take pics of their food, and look for online coupons, but reviewing a business online is something that’s not top-of-mind.
To motivate your customers to leave a review, you need to capitalize on every opportunity to display your glowing customer service skills.
Find a way to couple something extraordinary with your stellar customer service strategy.
To give you a real-life example, a coworker of mine here at High Level Marketing recently purchased a pair of high-end earbuds from a company called Yurbuds because they were guaranteed not to fall out of your ears while running. While they cost a small fortune, she was willing to pay the price to not have the hassle of constantly adjusting her headphones while exercising. Well, it turns out that the fancy earbuds did not live up to their promise. So, like most consumers would, she reached out to Yurbuds to see if they could help. The company not only lived up to its promise, it gave her a free upgraded pair of earbuds. She was incredibly impressed with Yurbuds’ customer service and gave this company a glowing online review immediately. And not only did she leave a review, she told her friends, family, and colleagues about the experience. Earning Yurbuds a bunch of customer referrals.
Yurbuds didn’t exactly, “lock” into place. But they did secure a place in my coworker's life as a business she trusts.
In this scenario, a business acted swiftly and kindly in turning a negative experience into a positive one. Their customer service took an unhappy customer and made them happy… and ultimately turned her into a brand advocate who shared her experience with her ‘tribes.’ This is very powerful stuff.
You’ll almost always earn positive reviews if you can turn unfortunate situations into fortunate ones for your customer. But it doesn’t always have to start with a negative experience.
Every single person in your company, every single page and word on your website and social sites, and every single conversation you have with your customers is an opportunity to go the extra mile.
Today, people have more choices than they know what to do with. Stand out from the crowd by delivering the best customer experience every time.
They’ll be more likely to stand up for you online, where prospective customers will be watching.
Next Read: The Truth About Earning Customer Referrals