Learn Best Practices for Managing Testimonials
Customer reviews strongly influence buyers’ decisions. In a 2018 Local Consumer Review Survey by Bright Local, 68 percent of people said they are more likely to use a business if it has positive reviews. Meanwhile, 40 percent said negative reviews dissuade them from using a business.
That’s why, at KickCharge Creative, we encourage our clients to follow best practices for requesting, responding to and promoting their testimonials. For example, we ensure dynamic feeds of reviews published on third-party websites are an integral part of the website design and development services our NJ agency offers.
The first step in acquiring plentiful positive reviews is, of course, to provide praiseworthy service. Once you’ve mastered that, you can use these five tips to make sure prospective customers know about it.
1. Use software to automate the process of requesting reviews after you complete a job or sale. Platforms such as Podium will trigger an email or text message to your customers that thanks them for doing business with you and kindly requests that they share their experience by writing a review. The message will include direct links to your company’s profile on platforms such as Google and Facebook where they can use their existing account to post their review.
2. Give customers options for the site where they will post their review. If someone already has a Yelp, Facebook or Google account, or they’re already logged in, the process will be quicker and more convenient—eliminating a possible barrier that would dissuade them from complying with your request.
3. Respond to every review, positive or negative. When prospective customers read reviews and see that you’ve taken the time to thank reviewers, answer questions and address concerns, it shows that you care about good customer service. It also establishes that you listen to your customers and you communicate well. When you receive a critical review or one that makes false accusations, if you respond professionally and clearly, it will counteract the criticism and demonstrate that customer satisfaction is a priority for your company.
4. Feed reviews onto your website from the third-party sites. In the past, companies copied and pasted reviews that people sent them via email or a website form onto a web page as static content. Some companies still do this. However, skeptics can dismiss these reviews as fraudulent or embellished. Your content also is likely to get stale if you don’t update the page with new reviews on a regular basis. When you display reviews on your website using a dynamic feed from sites such as Google and Facebook, they are authentic so they have more credibility. The feeds also refresh automatically, always adding new reviews to the page. The custom web design by our NJ experts uses a plugin on the customer reviews page to showcase these assets.
5. Repurpose glowing reviews as content on social media, in email newsletters, etc., to ensure your followers see what others are saying. They’re assets so maximize their exposure. Share them and express your appreciation. Also, provide the links to the sites where people can post their own reviews.
If you make it a priority to groom your online reputation, more leads will follow. You might even consider making it a habit to post supportive reviews for the companies you trust—to help them and to help others enjoy similar service.
To talk to the KickCharge Creative team about upgrading your web presence to include a dynamic feed of customer reviews and much more, contact us today on our website or by calling us at 800.836.4666. But first, perhaps you want to check out our reviews.