Reputation Management is not your enemy. As a business or a brand, a consumer’s first impression of you is often created by what comes up when they look you up online. If the reviews of your business aren’t promising, consumers aren’t likely to find out if that’s true for themselves. Instead, they trust what other people have to say about their experience working with you. Similarly, if NO reviews come up, potential consumers might interpret that as you having no experience.
It can be daunting to think of repairing or rebuilding if your online reputation isn’t what you’d like it to be, or creating one from scratch. While it is certainly possible to improve your reputation, it can be difficult. One of the best ways to avoid this predicament is to manage your online reputation properly in the first place.
Studies have shown that unhappy customers are likely to tell 24 people about their experience, whereas happy customers only tell 15. While you may have just as many, if not more, happy customers than displeased customers, it may not appear that way by looking at your reviews. Customers, no matter how pleased with your business they may be, may cite not having time, forgetting to leave a review, or finding reviews too tedious as reasons for not leaving a review.
So, what can you do about it?
It’s called a Review Funnel, and it’s one of the most effective methods for encouraging happy customers to leave reviews that are essential for marketing your business!
Review funnels work by 1) asking and reminding customers to leave reviews, which enters them into the review funnel, 2) explaining the review process to them to help convert them into reviewers, and 3) leading customers directly to a place to leave that review (your Google, Facebook page, etc.).
To drive customers into the review funnel, you have a few options. You can utilize email drip campaigns, SMS messages, printed invite campaigns, signs, and more. These help create a sense of urgency with your customers and helps move them along the review funnel.
The tools you use in the first part of the funnel are what lead customers to a destination where they can leave a review. For example, your email drip campaign will contain a link that takes them directly to a site where they can leave a review to save them time searching for it themselves. Once they reach that destination, make sure the process is quick, easy, and clearly explained to them so they can leave a review in just a few moments, completing the funnel.
Be sure to identify unhappy customers BEFORE they leave a review. This can be done by creating a simple THUMBS UP or THUMBS DOWN graphic. If a customer chooses thumbs up, it will take them directly to a place where they can leave a great review. If they happen to opt for thumbs down, it will lead them to a direct form of contact with you or someone at your business so you can resolve any of their issues or address their concerns.
Once your happy reviews start pouring in, be sure to amplify your favorites! Showcase positive reviews on your website and social media, and be sure to update them regularly. Before long, your efforts for online reputation management will pay off, and more customers will choose you next time they’re looking to hire in your industry.
Contact us today to learn more about how Virtually There Consulting can help you with online reputation management and your other digital marketing needs!
