Customer Reviews
Customer rely on online reviews as much as a recommendation from their close friend or mother… think about that.
Plus some ways to quickly collect payment, let's talk about what should happen after payment has been made.
Most businesses focus all their attention on getting that sale, and they don't have a system or process in place to take the next step, which is turning that customer into a review.
Generating a consistent flow of new reviews is crucial to a businesses growth for several reasons.
A steady stream of positive reviews correlates very strongly with better rankings in local search results, and the large majority of consumers look at reviews before making a decision about who to do business with.
So the more reviews you generate, the more visibility you get from Google. On top of that, you start converting more of that traffic from Google because people like your reviews, so it creates a flywheel effect where you just gain more and more momentum.
The problem is most businesses don't have a system in place to easily generate reviews consistently.
With a feature called Review Requests, though, we can pre-program a message requesting a review that links directly to the review panel in Google that can be shot out with just a few taps.
In a lot of cases, this can even be automated to fire off a purchase or an appointment.
Another big opportunity that's typically missed by local businesses when it comes to reviews is the act of simply replying.
As you can see, the stats are around review replies are crazy, but the truth is we like to see how a business interacts with its customers - especially when their business gets a bad review.
And as crazy as it might sound, there's actually a bond that's created between a business and customer when the business takes the time to reply to a review. It creates loyalty.
Whether you do this manually in your Google Business Profile or you use an app like ours where you can do it right in the conversation stream, it's critical that you:
1) consistently request review and;
2) reply to every review as they come in.
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