The Public Relations Blog
Consumers find comfort and reassurance in the opinions of others. In fact, 52 percent of consumers reported that positive customer reviews make them more likely to invest in a local business, compared to just 28 percent who make selections based on factors including location and price.
The word-of-mouth referral predominantly in use today takes the shape of the online review. Whether it’s on Yelp!, Google+, TripAdvisor, Angie’s List, the BBB or another digital review outlet, the opinions of others carry a significant amount of weight when it comes to where consumers invest their time and money. In addition, leading search engine sites place greater SEO value on “earned input” such as reviews, creating several key reasons for businesses to make a concerted effort toward encouraging reviews.
Let PR show you how to use them for maximum advantage
In the past, when customers were unhappy with your company, they simply let their wallets do the talking. Today’s consumers have numerous ways to let you know how they feel about your company, products and people. One of the most popular methods is online consumer and product reviews.
How your company handles these opinions can mean the difference between generating consumer loyalty and delivering customers directly to your competition.
Meeting and exceeding your customers’ digital expectations is crucial to the future and success of your business. Metadescription tags are your final lifeline in your efforts to attract users to your website. The best creative in the world won’t get you anywhere if you don’t have the right strategy supporting it.
The right response can turn complaints into kudos
Often, customers will leave online reviews that are unwarranted or over the top. Something about the experience they had with a company gets under their skin and they are overcome with anger toward the company. They might decide to leave a review in which they exaggerate the negative experience they had or they might even leave a review that is a downright lie. No matter what an angry customer writes, companies need to be ready to address these reviews.
When responding to a negative review, there are right ways and wrong ways to do it. Here are some tips for responding in a way that keeps the peace with your upset customers: