Can a Local Business Take Control of their Marketing? – Reputation/Reviews
We are continuing with the series “Can a Local Business Take Control of Their Marketing”. In this article we will be discussing the next phase of the Customer Journey: Reputation.
They want to know how a business will handle an upset customer or client. Will the business ignore the negative review, or did they respond? And if they did, how did they respond?
Sixty-five percent of people that leave negative reviews will return to your business if it is properly handled. One hundred percent of them will not return if a negative review is ignored.
The core of a business is it’s products or services. That is why the business exists. But let’s be honest, a business CAN NOT please every single person they sell or deliver to. It is statistically impossible.
Good reviews play a huge role in the expansion of a business. When a business delivers a good product or service they should always request a review. This can be in person, via email or text, but they should always ask.
Generally, if a person has a bad experience with a business they are all too happy to go onto Google or social media and tell people all about the experience. A business needs to keep a lookout for the bad reviews and make sure they answer them within 2 hours of receipt.
Luckily, Google and Social Media will give a business notification via text or email when a consumer or client leaves a review. This makes it a lot easier to keep track of reviews.
As a last note, search engines pay close attention to reviews. The more stars a business has, the higher the search engines will rank a business. The less stars a business has, the lower it will rank a business.
Pay attention to your reviews and ensure that they always stay over 4.0 stars.
In our next article we will be discussing the conversion phase of the Customer Journey.