Build a Reputation for Your Local Business with Online Reviews

Facebook, Google and YelpBuild a reputation for your local

business with online reviews

#LocalVoxWebinar

• The importance of ratings + reviews

• Top review sites

• How to respond to reviews

• Tips to generate more positive reviews

• Leverage customer reviews to boost sales

• Additional resources

• Q&A

What We’ll Cover Today

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The Importance of Ratings + Reviews

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88% of people trust

online reviews as much as personal recommendations

44% of customers make

their purchase decision after

reading reviews

10 the number of reviews people

read before purchasing

Reviews Impact Your Business

Digital word of mouth

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How Online Reviews Help

• Free customer feedback

• Reach new customers when intent is high

• Boost your SEO

• 75% of reviews are positive

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Manage Your Reputation

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of negative reviews turn positive when you respond to them

33%

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of unhappy customers return if you resolve the problem quickly

95%

A few negative reviews won’t ruin

your reputation

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Top

Review Sites

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Audit Current Review Sites

• 60%+ of local directories have incorrect information

• Local businesses with bad directories won’t rank in search engines

• 92% of customers expect accurate information on directories

localvox.com/free-seo-report/

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Facebook

• 30MM small businesses have Facebook Pages

• 1.39 billion active monthly users

• Manage reviews through your Facebook Page

• Review tools, like LocalVox Social, can send you text message notifications

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Google

• There are 7.6 billion local searches every month

• Easily manage reviews, Google+ and business listing through Google My Business

• Reviews appear alongside your business’s information

• Can incorporate into AdWords campaigns

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Yelp

• 4 out of 5 Yelp users visit the site when they plan to spend money

• 98% of Yelp users made a purchase at a business they found on the site

• 55% of Yelp users take action with a local business frequently/every time they visit the site

• Easily managed in Yelp for Business

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How to

Respond to Reviews

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Review Response Formula

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• Respond in a timely manner

• Say “thank you” to a customer who went out of their way

• Show your appreciation

Positive Reviews

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Negative Reviews

• Make sure negative reviews are surrounded by positive ones

• Respond quickly and kindly

• Harris poll shows that customers actually trust businesses more when they see a few bad apples

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1. Minimize Damage

• Address the problem directly

• Identify any issues and apologize

• Add a human element to your response

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2. Take it Offline

• Avoid back and forth public arguments

• Include an email or direct phone number to establish credibility and effort

• Even if the reviewer is in the wrong, don’t accuse them of anything on the review site

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3. Resolve the Problem

• Help customers reach a positive outcome

• Good for both your business and the customer

• Track complaints so you can see a pattern of issues that can be fixed for the future

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Tips to Generate

Positive Reviews

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Ask Family + Friends

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“Have we done business together? Please review us!”

Add to Your Email Signature

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• Include a “Find Us On Yelp” Sticker in your location

• Share where people can find your review profiles (receipts, store windows, banners, website, etc)

• Ask after you’ve had a successful sale

Ask In-Person

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Encourage Multiple Reviews

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Ask on Phone Calls

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Create a Review Cheat Sheet

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Email Customers Post-Sale

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Leverage Customer

Reviews to Boost Sales

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Influence Customer Journey

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Boost Your Credibility

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Use Google AdWords

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Incorporate into Conversations

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Increase Your Page Rank

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Email Nurture Campaigns

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Display Social Proof

Showcase your positive reviews to convert prospective customers to paying customers

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Additional Resources

Additional Resources

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Start Getting More Online Reviews

localvox.com/blog/get-more-online-reviews/

New Blog Article Get a Free

Marketing Consultation

CONTACT US

(844) 654-6169 or [email protected]

Need More Help?

New

Mobile Version!

LocalVox Social

Visit localvox.com/solutions/social-inbox for a free demo!

✓ See entire conversations on 1 screen

✓ Smarter metrics

✓ Enhanced photo-sharing capabilities

✓ Link all your networks

Questions?1. Use your chat feature

2. On Twitter: #LocalVoxWebinars

3. Email: [email protected]