In this day and age, it is impossible to set up an online storefront without social proof. Social proof develops when customers provide positive feedback and reviews about the products and services that a brand provides. A decade ago, you could have gotten to the top of the food chain with some optimization and killer […]
In this day and age, it is impossible to set up an online storefront without social proof. Social proof develops when customers provide positive feedback and reviews about the products and services that a brand provides. A decade ago, you could have gotten to the top of the food chain with some optimization and killer sales copy. Today, this is not just true!
Customer reviews are inevitable, whether a brand wants them or not. Since they hold great value in the competition, brands develop and implement different methods to collect, process, and highlight positive reviews. This led to review management which is almost a full-fledged topic on its own.
However, this blog will deal with the review management of small and medium enterprises (SMEs). So, stay tuned till the end to learn a complete guide.
SMEs often struggle with waning demand. This is evident from the fact that stores that are located in tourist areas suffer a lot during the travel ban. On the other hand, people are getting more conscious about the value proposition of the goods and services they purchase. Instead of giving the brand the last say in a deal, they rely on other people in the form of customer reviews and testimonials.
That’s why, it is necessary for brands of all sizes, especially SMEs, to manage them properly. The broader management scheme covers the following aspects:
In our guide, we will cover all of these and more to ensure that brands are set on the right path and remain there.
It is hard to overestimate the importance of a solid review management policy for SMEs. Brands rely on them to ensure that prospects can be sure of the products and services before making a purchase. According to some estimates, over 90% of modern online shoppers rely on customer reviews and testimonials before handing over their money for goods. In the same way, around 60% of online shoppers read at least four positive reviews before closing the deal.
Such is the impact of positive customer reviews on a business. With this much at stake, it is no wonder that brands scramble and hustle to get the best reviews on top for others to see.
Since we have covered the fundamental ground on review management and SMEs, it is time to get to the guide that will help enterprises to stay ahead of the curve. Since many do not have dedicated marketing departments, they can benefit a lot from a reliable review management tool. TrustAnalytica does not need any introduction when it comes to brand online reputation management, review endorsement, and other online solutions. Check out more on their product page!
Now, let’s dive in to cover the guide.
Run Initial Audit To Determine the Position
Before making drastic changes in the review collection, processing, and showcasing positive reviews from customers, it is necessary to take a step back and understand the current situation. A brand needs positive reviews and then it will be able to highlight them. To do that, it takes a dedicated online reputation management tool, such as TrustAnalytica, that can let professionals know all about the variables.
Once you have established a position, it is time to make a plan and execute it.
Claim Google Business Profile
Google Business Profile is a tool that allows brands to have a solid online presence. With a single Google account, they can set up advertisements, reach out to customers through Google Maps, and even collect and showcase reviews for their products and services.
Any review management campaign will be incomplete without claiming and optimizing the Google Business Profile. Once it is set, you can move on to urge users to leave positive reviews.
Prompt Users For Reviews
It is human psychology that customers are more willing to leave a bad review if they are not satisfied with a product or a service, compared to receiving a satisfactory product or service. In this scenario, it is up to the brands to prompt the users to leave positive words. This starts with asking them and reminding them, but above all, making the process simple and fun.
Keep in mind that to manage reviews, it is an absolute necessity to have them in the first place.
Showcase Reviews On Multiple Forums
There are many avenues that brands can pursue to collect positive words. This starts with the official website. Brands should always have a hassle-free setup to collect customers’ reviews. Then, there are social media channels. Depending on the industry and the majority of prospects, brands can set up Instagram, Twitter, and Facebook accounts to receive and consolidate clients’ perspectives. Also, third-party forums such as Yelp, Trustpilot, and others have gained a lot of traction in this regard.
Once you have reviews, use them across the channels to create a well-rounded but holistic experience.
Respond to Customer Reviews
In the past, brands could get away with poor products and services because people were not much concerned about the reviews. Today, it is not only that but also about how brands deal with negative reviews and bad PR. So, the review management guide for SMEs has a big part in responding cordially and professionally to all kinds of reviews.
Poor reviews are hard to handle so the relevant team should be trained to handle these situations. With some finesse, brands can turn fatal situations in their favor!
Approach Negative Reviews with Caution
Negative reviews are like sore thumbs – they always stick out and scare away prospects and potential customers. Since there is no way to plug all the sources for negative reviews, you can devise a solid plan to use them to your advantage. This is done by responding to negative reviews and then ensuring that disgruntled customers are satisfied.
After that, you can even convince them to either edit the original post or delete the first one and write a new positive review.
Analyze Star Ratings
Google has a star ratings setup where the company assigns stars based on customer reviews and their score. It is nothing fancy, just an aggregate that is displayed in search results, allowing users to understand the quality of feedback from customers.
Star ratings play a vital role in making or breaking the deal for potential customers. Brands should be aware of the condition and make necessary amends to keep the ratings soaring.
Keep Tabs On Brand Mentions
Brand mentions are everywhere people talk about your company online. These counts even on platforms that are not directly handled and managed by the brand itself. Using a dedicated online reputation management tool, brands can create traction and ensure that they are on top of the developments.
Many brands have suffered a lot in the past because of negligence, resulting in PR storms, unraveled controversies, and beyond!
Improve On Search Engine Results
SEO is getting more important with each passing month. Brands still need to engage with the search engine and ensure that they are following the best practices. Otherwise, they will be penalized and will experience a reduction in their search result rankings.
Those companies that are still dependent on organic traffic to gain traction with customers and prospects need to be vigilant in integrating algorithmic changes.
Use TrustAnalytica As A Widget
TrustAnalytica is a leading brand when it comes to reviewing management. Being a leader in the online reputation management market, you can expect the best quality services on top of excellent online solutions. Using the widget, you do not have to worry about processing and consolidating reviews on your site. The tool will take care of it all without any manual input.
To get a taste of services, book your demo on the product page.
Brands cannot survive without customer reviews in the virtual world. Apart from solid marketing and sales copy, they need customer-generated content to show the prospects that they are indeed relied upon by others. Small and medium enterprises (SMEs) need a fresh stream of business to keep afloat. With solid review management, they cannot only climb the online ranks but also reach out to other people to ensure that they go forward with the purchase.
Our guide has covered all the bases for brands and their managers. On top of that, they can incorporate reliable review management software, such as TrustAnalytica, to have a well-rounded plan.
Effective review management for SMEs includes;
On customer reviews.
The process to counter negative reviews is as follows:
Customers rely more on other people’s opinions and views rather than that of a brand. So, brands need to be on top of the review management to ensure that positive sentiment is spread out to all.
You can get more positive reviews by;
Small brands do not have dedicated marketing teams to create buzz for them. They need the word of other satisfied customers to make all the difference. That’s why they should have a solid review management infrastructure in place.
