Our family moved recently and we are in the process of finding a new dentist. We do have dental insurance so I started my search on the insurance website to find a new doctor in our local neighborhood. The insurance company listings had ratings for the doctors on their site who accepted our PPO plan but none had 5-star reviews, they were all in the mid 4’s with very little range and variability, so I used Google Maps and Yelp to narrow the search because they have more variability in their scoring and more reviews to peruse to get a sense of the dentist, their staff and services. It was important to us to limit the search to those dentists above 4.0 and preferably above 4.5 on both Yelp and Google Maps and we did finally select a dentist in a group practice that we plan to see in the next couple of months.
We are not alone in taking this approach to find a new dentist and the statistics bear this out. These facts have been confirmed in marketing research.
- 91% of consumers trust online reviews as much as personal recommendations (Source)
- 92% of buyers are more likely to purchase after reading a review (Source)
- Only 13% of people will buy from a business with a 1-2 star rating (Source)
- 70% of consumers will leave a review for a business when asked (Source)
In fact, A plethora of statistics showing the effectiveness of online reviews and reputation can be seen by clicking on this image.
Many different factors go into acquiring a five-star reputation and we offer a free website audit to help you assess the strong and weak areas of your online presence so that you can strategize an effective approach for boosting your business success with better reputation scores. Here are a few things to consider in boosting and maintaining a high reputation score in your neighborhood.
- Be found by customers through accurate listings
- Manage your online reputation from one place
- See what’s being said online and engage in online conversation
Accurate directory listings are paramount for customers to find your business and you want to make sure that the most popular listing sites such as Google My Business, Facebook, Instagram and Twitter but also others such as Yellow Pages, Bing Maps, and Yahoo local are accurate. Furthermore, you want to monitor and manage all your reviews on these sites to see how you compare to the competition and see what’s being said about your business. Facebook and Google are the top review sites for most businesses and if you can respond inline to these reviews and keep on top of the trending keywords in the conversation, this will help your business garner robust reviews with more 5-star feedback. And key to this action is you want to be able to use tools to manage online reputation from one site or page.
The most successful businesses also display their best reviews on their websites so the potential customer can verify their impressions of the business. Tools are available for this that allow you to embed your best reviews on your site which is helpful when 90% of customers read reviews before looking to buy from businesses.in your local market.
In time, your reputation and star ratings will improve and you can compare your progress to your local competition to ensure you are providing the best services in your local community. But not all of your reviews and star ratings will be glowing and worthy of 5 stars so there is a proven method to maximize efficacy for both positive and negative reviews
How to respond to Positive Reviews
For positive reviews, thank the client for their praise, and invite them to come back. You can let them know about upcoming promotions or new products and services that they might be interested in. You also want to use your business name in the response to increase your SEO. Remember, positive reviews also make great social posts! If you have Social Marketing connected on the account, click the Share icon to share the review on your social networks.
How to respond to Negative Reviews
It’s just a reality that clients are more likely to post negative reviews than positive reviews. But negative reviews should also be personalized to the content of the review. You want them to know that you are listening to their complaints. Make sure to apologize for the experience, and invite the reviewer to resolve the issue offline. It’s always better to deal with their issues privately but your response can come across as a positive for those potential customers who will be reading both reviews and thus blunting the negative effect of the client review.
Today, the online reputation of a business is defined by its customers. Reviews, accurate business information, and social media activity defines your online reputation—and often, whether or not a consumer decides to do business with you. Businesses need a way to manage all of these factors in a scalable way using tools to manage online reputation.
With our Intro Package you can easily update your business listings, monitor your ROI on your paid ad campaigns and if you upgrade to our Reputation Monitor plan you can easily manage and monitor your online reputation—all from one place! You can monitor what people are saying about you online and improve your visibility in local search. It also lets you track your local competition, stay in the know with automated alerts and get progress reports to see how your reputation has improved. Our research finds that SMBs who purchase Reputation Management had an increased retention rate of 57% compared to SMBs who didn’t purchase the solution. Explore what we offer and Find out more here