Online Reviews

How to collect and respond

If you don’t have a good product or don’t offer fantastic customer service STOP & work on that first.  Requesting reviews now would cause damage to your business brand.

Why Are Online Reviews Important?

About 77% of online customers rely on reviews to make buying decisions.

Reviews highly matter as a trust signal.

Search Engines & Social Media platforms can use reviews as a ranking signal.

Having unbiased and unforced reviews from the public helps Google to further understand what your business is about, and recognise that you’re great at what you do.

Best practices for getting good reviews?

Don’t ask. Invite.

Ask/Invite at the Right Time.

NEVER ask for a good review. Instead, ask for an honest review.

Don’t offer incentives.

Make it possible and easy.

What platforms should you collect reviews on?

Google and Facebook are the go-to platforms for the majority of customers today, but are they the go-to platforms for your customers?

Remember: Your own online shop can be a platform to collect product reviews!

You have received a good review, now what?

Respond to ALL Reviews. 

Your customers will notice that your business values their input, and possibly leave more reviews in the future.

These are the most valuable types of customers you can have as they’ll promote your business without being prompted.

You have received a BAD review, now what?

Respond to ALL Reviews. 

The first rule of dealing with negative reviews is to not take them personally.

Treat the upset customer just as you would an upset customer who hadn’t spoken up online: with empathy, compassion and a genuine commitment to making things right.

If you put in that effort now, you’ll be rewarded with customers who become raving fans.