Online Reviews Matter - Part 2
Tuesday, August 16, 2016 | Jeff Davis
"83% of buyers no longer trust advertising, but most trust recommendations from users online."
In the previous post we looked at how to manage your online reviews by providing clients a forum for posting reviews - good and bad - on your website using the Review Widget.
But how do you manage online reviews posted on other websites?
The first step is to know there are reviews online.
This means you have to look daily, train someone to look daily or hire someone like Thrive to watch your reviews daily. Obviously this is an important part of your marketing program, so you want to do it right.
"According to the White House Office of Consumer Affairs, on average a dissatisfied customer will tell between 9-15 people about their experience, while around 13% of dissatisfied customers tell more than 20 people." But there is good news..
"70% of complaining customers will do business with you again if you resolve the complaint in their favor."
We use a tool that we call The Review River. It keeps track of all the reviews being posted on social media and review sites and feeds them seamlessly into a report for our Reputation Management Team to review and act on.
In the above report, you can see that this client has received 3,581 Total Reviews and has achieved an average rating of 4.4 stars out of 5.0 stars. (In case you are wondering, this is an amazingly high score!)
The image below shows you the "River". It pulls in reviews from the Sources you have setup and it allows you to look at the information by date range.
You can see all your reviews in a single stream, or choose to only look at one source at a time. Here is the view only looking at Yelp reviews.
Another helpful feature is that you can elect to sort the reviews by the number of rating stars. Here is an example of only ratings with three stars.
Also note the pink notation "Action Required". This tells our system that we have not yet responded to this rating. Time to click through and engage with our customer.
If you would like to know more about managing your review process, give us a call at 419-776-7000. We would love to talk. Or click below, fill out the form and we will call you. We offer Do It Yourself (DIY), Do It With Me (DIWM) and Do It For Me (DIFM) programs.