With the rise of the internet, most brands and businesses are now fully aware that they need to manage their reputation online. Consumers are talking about local businesses on the internet more than ever, so businesses must find effective ways to connect with their customers online. Beyond social media sites, review sites are an important place for businesses to have an online presence. That’s because 78% of people turn to review sites like Yelp to find local businesses and many make a decision on where to spend their hard-earned cash based on what they find. Knowing this, it’s worth taking time to look at review sites each week to identify and interact with potential customers. Here are a few tips to get you started.
1. Make sure consumers can find the right information about your business online: On review sites it’s important to complete your listing with accurate information about your business – like hours and location. On Yelp, you can do this by claiming your business for free at www.biz.yelp.com.au.Choose high quality images that show off your business and merchandise: front of house, exterior and interior photos, and product shots work well. Tip! There’s no need to add a photo of your logo -it’s not a great help to consumers and won’t help them make a buying decision.
2. Respond to online feedback the same way you would in person: It’s important to respond to online feedback as you would in person. On Yelp, you can respond to reviews publicly or privately.Private messages are just that; they are good for finding out more information about a customer’s less-than-great experience or for thanking satisfied customers. Public messages can be your bestPR tool when used correctly. If replying publicly to a critical review, thank the reviewer for their feedback, state your policies, and calmly flag any inaccuracies. Responding diplomatically is a good rule of thumb on all social media.
3. Show you value feedback: Reviews are also a great way to collect honest, useful feedback from customers. Many business owners even look through reviews with employees during staff meetings. If your reviews show common threads, implementing customer suggestions could improve the overall customer experience and show you take customer service seriously.
4. Don’t focus on the negative: Getting critical feedback is tough for anyone. But remember, you can’t please all your customers, all the time! Need advice for a negative review? Take a deep breath and don’t respond for 24 hours. When you do respond, ask a friend or colleague to read your response and offer feedback before you hit send.
5. Let people know where to find you: Social media can help you engage with your customers before and after they come to your business. Continuing the relationship online will ensure your business is top of mind next time they go to make a purchase. For this to work, customers need to know whereto find you, so make sure to include links to your reviews and social media profiles in your marketing materials. Don’t forget in-store signage – sometimes a simple, visual reminder makes the biggest difference! You can find Yelp logos at yelp.com.au/brand or email australia@yelp.com to get a sticker in the mail.
Get started today by claiming your business page for free at www.biz.yelp.com.au
