Managing customer reviews: How to do it?
Posted: Sat Dec 28, 2024 6:58 am
Customer reviews play an important role in your e-reputation . In fact, 87% of French people read customer reviews before making a purchasing decision and going to a store 1. Thus, online comments will directly impact your brand image and the sustainability of your business. You cannot ignore this new behavior and its impact on your business: in this article, discover our advice for managing your customer reviews and more broadly ensuring a good e-reputation for your business.
1. Customer review management: why is it essential?
2. How to manage your customer reviews?
Conclusion
Customer review management: why is it essential?
1. Customer review management: why is it essential?
Customer reviews have a strong and immediate impact on buy albania cell phone number list the sustainability of your business. They are the virtual showcase of your brand and the first contact with your prospects. Indeed, when a consumer has a need, they will type keywords into Google and consult all the available offers. To make their choice, their first instinct will be to look at the ratings of each company and consult the online reviews . But reading a negative review will directly dissuade them, and they will turn to your competitors. The probability of purchasing decreases by 51% after reading a negative review 2 . Thus, to continue to generate traffic in store and make sales, you must implement a strategy for managing your customer reviews .
How to manage your customer reviews?
2. How to manage your customer reviews?
Customer reviews are essential for your online reputation, and without good management, you are putting your business at risk. In fact, 8 out of 10 users say that reading negative information has dissuaded them from their purchase 3 . So take matters into your own hands and discover our 3 tips for managing your customer reviews !
Be present on customer review platforms according to your activity
Customer review platforms are sites that specialize in collecting, managing, and sharing consumer reviews online. There are several of them, and Internet users systematically refer to them. Whether it's to consult online comments before making a purchase or to share their experiences in stores. Don't forget that 85% of consumers trust online reviews as much as recommendations from those around them 4 . These platforms will then play an important role in your e-reputation.
There are different platforms, depending on your sector of activity it is necessary to choose those that are most interesting for you. Here are some examples:
Google My Business , also known as Google Business Profile, is a free tool that promotes your local SEO . It is aimed at all businesses and is essential regardless of your activity. In the form of a business profile, it allows Internet users to find all the information about your business: name, address, contact details and customer reviews. When searching by keyword on Google, the consumer will be able to compare all the offers available to them in order to make a choice. If your Google Business Profile is complete and you have good reviews, then you are putting all the chances on your side to bring the customer into the store!
Google search result for “restaurant Rennes”
Result of a Google search for “restaurant Rennes”
TripAdvisor is a free customer review platform aimed at the hotel and restaurant sector. It operates on a system of reviews and comments, today the platform has collected more than a billion ratings, and allows you to compare offers online. Consumers refer to it when traveling, for accommodation, food and for activities. This support is essential for the tourism sector to gain visibility and notoriety.
TripAdvisor search result “hotel in Rennes”
TripAdvisor search result for “hotel in Rennes”
Facebook also offers the collection of customer reviews, an essential option that you must activate for your business and local pages. Internet users particularly appreciate referring to it before going to the store or even leaving their review after their visit. This system allows you to centralize and manage your reviews more easily, unlike comments or publications scattered across the network, which you do not see all the time. In the form of recommendations, the ratings range from 1 to 5. When you obtain several reviews, an average will be calculated automatically, knowing that 1 corresponds to “I do not recommend” and 5 “I recommend”.
Facebook customer reviews page of Cuisinella in Mondeville
Facebook customer reviews page of Cuisinella in Mondeville
Avis Vérifiés is also a secure platform for collecting and managing customer reviews . Indeed, only people who have made a purchase will be able to leave a comment there. It is therefore a trusted medium, which consumers can trust, since the reviews posted will be verified and sorted. It is accessible to any type of physical or online establishment. In addition, the reviews posted on this platform will be visible on your Google My Business page as well as on the yellow pages.
We have presented the main platforms, but there are many others, such as Opinion System, Trustpilot, Société des Avis Garantis, Trusted Shops, Immodvisor, TheFork, Yelp, Justacoté, We love customers , etc. Don't waste any more time, and register on the platforms most relevant to your sector of activity.
Encourage your happy customers to leave reviews
Remember that 94% of Internet users only consult the first page of Google results and only use the first 10 search results to form an opinion 3 . Customer reviews will help improve your local SEO and make you appear in the first Google search results . But provided that your reviews have meaning and value for Google, you must therefore collect at least 70 of them. In addition, 15% of consumers do not trust companies without reviews 5 . It is in your best interest to conduct a customer review collection campaign.
To collect customer reviews, you can:
Collect new reviews using a link directly provided by Google. To get this link, simply go to your Google Business Profile page , click on “see reviews”, then at the top right of your screen click on “receive more reviews”. This URL makes the customer's journey easier, with one click, they can share their experience. You can attach this link to your automatic SMS and emails after each in-store purchase. But also in your social media posts or in your customer newsletter.
Result when clicking on the review collection link
Result when clicking on the review collection link
Implement a customer review collection strategy . For example, you can encourage them to leave a rating and comment after each in-store purchase. It's very simple, you send them an email or an automatic SMS, asking them to comment on their experience. It's also a good way to build customer loyalty. You can also implement Digital in Store , which is the set of digital devices set up at points of sale to improve the customer experience and promote sales. A communication method highly appreciated by consumers since 70% pay attention to in-store screens. Namely, 57% of them like to consult informative content there and 37% want to see new products and promotions 6 .
Take advantage of these new media to collect customer reviews:
Disperse QR codes at checkout or in store. Create original content to spark your visitors’ curiosity and encourage them to scan to leave a review.
Provide tablets to your customers during their in-store or checkout journey, with a “Your opinion matters to us” page, to encourage them to comment on their experiences.
Place kakemonos at the exit with a strong message and visuals to catch the eye of your visitors, in which you position a QR code to leave their opinion. Then decline this support into posters, to post them in cabins, at the checkout and everywhere in your sales area.
Create Google Posts , this is a formula available on Google My Business files to communicate about your company's news, as on social networks. They are made up of photos, titles, texts, a call to action as well as a URL. The opportunity to communicate about your events, new products or even your products. It is precisely in these Google Posts that you can encourage your customers to leave a review. In addition, they improve your SEO on Google, what more could you ask for?
These 3 tips are essential in your collection of customer reviews, but they are also methods highly appreciated by Google. In this case, they will improve your SEO and therefore your online visibility . If you want to generate more traffic in store, then don't wait any longer to set them up!
Equip yourself with a solution to centralize all your opinions
To simplify the management of your customer reviews , it is essential to equip yourself with a solution to centralize all your reviews. It saves time by centralizing all the collected reviews, in the same place. This platform will highlight the reviews that are awaiting a response and you can create response templates there. In order to share them with your points of sale in order to guarantee consistent communication and avoid errors. Don't forget to respond to all online reviews, whether positive or negative, within 72 hours. Digitaleo has a customer review management platform to save you time and maintain a good online reputation.
1. Customer review management: why is it essential?
2. How to manage your customer reviews?
Conclusion
Customer review management: why is it essential?
1. Customer review management: why is it essential?
Customer reviews have a strong and immediate impact on buy albania cell phone number list the sustainability of your business. They are the virtual showcase of your brand and the first contact with your prospects. Indeed, when a consumer has a need, they will type keywords into Google and consult all the available offers. To make their choice, their first instinct will be to look at the ratings of each company and consult the online reviews . But reading a negative review will directly dissuade them, and they will turn to your competitors. The probability of purchasing decreases by 51% after reading a negative review 2 . Thus, to continue to generate traffic in store and make sales, you must implement a strategy for managing your customer reviews .
How to manage your customer reviews?
2. How to manage your customer reviews?
Customer reviews are essential for your online reputation, and without good management, you are putting your business at risk. In fact, 8 out of 10 users say that reading negative information has dissuaded them from their purchase 3 . So take matters into your own hands and discover our 3 tips for managing your customer reviews !
Be present on customer review platforms according to your activity
Customer review platforms are sites that specialize in collecting, managing, and sharing consumer reviews online. There are several of them, and Internet users systematically refer to them. Whether it's to consult online comments before making a purchase or to share their experiences in stores. Don't forget that 85% of consumers trust online reviews as much as recommendations from those around them 4 . These platforms will then play an important role in your e-reputation.
There are different platforms, depending on your sector of activity it is necessary to choose those that are most interesting for you. Here are some examples:
Google My Business , also known as Google Business Profile, is a free tool that promotes your local SEO . It is aimed at all businesses and is essential regardless of your activity. In the form of a business profile, it allows Internet users to find all the information about your business: name, address, contact details and customer reviews. When searching by keyword on Google, the consumer will be able to compare all the offers available to them in order to make a choice. If your Google Business Profile is complete and you have good reviews, then you are putting all the chances on your side to bring the customer into the store!
Google search result for “restaurant Rennes”
Result of a Google search for “restaurant Rennes”
TripAdvisor is a free customer review platform aimed at the hotel and restaurant sector. It operates on a system of reviews and comments, today the platform has collected more than a billion ratings, and allows you to compare offers online. Consumers refer to it when traveling, for accommodation, food and for activities. This support is essential for the tourism sector to gain visibility and notoriety.
TripAdvisor search result “hotel in Rennes”
TripAdvisor search result for “hotel in Rennes”
Facebook also offers the collection of customer reviews, an essential option that you must activate for your business and local pages. Internet users particularly appreciate referring to it before going to the store or even leaving their review after their visit. This system allows you to centralize and manage your reviews more easily, unlike comments or publications scattered across the network, which you do not see all the time. In the form of recommendations, the ratings range from 1 to 5. When you obtain several reviews, an average will be calculated automatically, knowing that 1 corresponds to “I do not recommend” and 5 “I recommend”.
Facebook customer reviews page of Cuisinella in Mondeville
Facebook customer reviews page of Cuisinella in Mondeville
Avis Vérifiés is also a secure platform for collecting and managing customer reviews . Indeed, only people who have made a purchase will be able to leave a comment there. It is therefore a trusted medium, which consumers can trust, since the reviews posted will be verified and sorted. It is accessible to any type of physical or online establishment. In addition, the reviews posted on this platform will be visible on your Google My Business page as well as on the yellow pages.
We have presented the main platforms, but there are many others, such as Opinion System, Trustpilot, Société des Avis Garantis, Trusted Shops, Immodvisor, TheFork, Yelp, Justacoté, We love customers , etc. Don't waste any more time, and register on the platforms most relevant to your sector of activity.
Encourage your happy customers to leave reviews
Remember that 94% of Internet users only consult the first page of Google results and only use the first 10 search results to form an opinion 3 . Customer reviews will help improve your local SEO and make you appear in the first Google search results . But provided that your reviews have meaning and value for Google, you must therefore collect at least 70 of them. In addition, 15% of consumers do not trust companies without reviews 5 . It is in your best interest to conduct a customer review collection campaign.
To collect customer reviews, you can:
Collect new reviews using a link directly provided by Google. To get this link, simply go to your Google Business Profile page , click on “see reviews”, then at the top right of your screen click on “receive more reviews”. This URL makes the customer's journey easier, with one click, they can share their experience. You can attach this link to your automatic SMS and emails after each in-store purchase. But also in your social media posts or in your customer newsletter.
Result when clicking on the review collection link
Result when clicking on the review collection link
Implement a customer review collection strategy . For example, you can encourage them to leave a rating and comment after each in-store purchase. It's very simple, you send them an email or an automatic SMS, asking them to comment on their experience. It's also a good way to build customer loyalty. You can also implement Digital in Store , which is the set of digital devices set up at points of sale to improve the customer experience and promote sales. A communication method highly appreciated by consumers since 70% pay attention to in-store screens. Namely, 57% of them like to consult informative content there and 37% want to see new products and promotions 6 .
Take advantage of these new media to collect customer reviews:
Disperse QR codes at checkout or in store. Create original content to spark your visitors’ curiosity and encourage them to scan to leave a review.
Provide tablets to your customers during their in-store or checkout journey, with a “Your opinion matters to us” page, to encourage them to comment on their experiences.
Place kakemonos at the exit with a strong message and visuals to catch the eye of your visitors, in which you position a QR code to leave their opinion. Then decline this support into posters, to post them in cabins, at the checkout and everywhere in your sales area.
Create Google Posts , this is a formula available on Google My Business files to communicate about your company's news, as on social networks. They are made up of photos, titles, texts, a call to action as well as a URL. The opportunity to communicate about your events, new products or even your products. It is precisely in these Google Posts that you can encourage your customers to leave a review. In addition, they improve your SEO on Google, what more could you ask for?
These 3 tips are essential in your collection of customer reviews, but they are also methods highly appreciated by Google. In this case, they will improve your SEO and therefore your online visibility . If you want to generate more traffic in store, then don't wait any longer to set them up!
Equip yourself with a solution to centralize all your opinions
To simplify the management of your customer reviews , it is essential to equip yourself with a solution to centralize all your reviews. It saves time by centralizing all the collected reviews, in the same place. This platform will highlight the reviews that are awaiting a response and you can create response templates there. In order to share them with your points of sale in order to guarantee consistent communication and avoid errors. Don't forget to respond to all online reviews, whether positive or negative, within 72 hours. Digitaleo has a customer review management platform to save you time and maintain a good online reputation.