Can a Local Business Take Control of their Marketing? – Reputation/Reviews
We are continuing with the series “Can a Local Business Take Control of Their Marketing”. In this article we will be discussing the next phase of the Customer Journey: Reputation.
Reputation will make or break any local business. Eighty-seven percent of all consumers will look at the reputation of a business before they contact them or visit their website.
When possible consumers or clients go looking at reviews, they aren’t just looking for the good reviews. A lot of people will look for the bad reviews, as well.
They want to know how a business will handle an upset customer or client. Will the business ignore the negative review, or did they respond? And if they did, how did they respond?
Sixty-five percent of people that leave negative reviews will return to your business if it is properly handled. One hundred percent of them will not return if a negative review is ignored.
The core of a business is it’s products or services. That is why the business exists. But let’s be honest, a business CAN NOT please every single person they sell or deliver to. It is statistically impossible.
Most businesses want to expand. When a business owner opens their business they generally aren’t thinking about just making it so far. They would like to make it as big as possible and regenerate as much revenue as possible.
Good reviews play a huge role in the expansion of a business. When a business delivers a good product or service they should always request a review. This can be in person, via email or text, but they should always ask.
Generally, if a person has a bad experience with a business they are all too happy to go onto Google or social media and tell people all about the experience. A business needs to keep a lookout for the bad reviews and make sure they answer them within 2 hours of receipt.
Luckily, Google and Social Media will give a business notification via text or email when a consumer or client leaves a review. This makes it a lot easier to keep track of reviews.
As a last note, search engines pay close attention to reviews. The more stars a business has, the higher the search engines will rank a business. The less stars a business has, the lower it will rank a business.
Pay attention to your reviews and ensure that they always stay over 4.0 stars.
In our next article we will be discussing the conversion phase of the Customer Journey.
Related Articles
Can a Local Business Take Control of their Marketing? – Findability/Local SEO
In our latest article of the “Can a Local Business Take Control of their Marketing” series we are going to discuss the next phase in the Customer Journey: Findability. Businesses tend to underestimate the importance of this phase of the customer journey. This is...
Can a Local Business take Control of their Marketing? – Awareness/Advertising
This is our next article in the “Can a Local Business take Control of their Marketing” series. Our last article discussed the process of acquiring identities with digital marketing through the Customer Journey. In this article we are going to discuss the first phase...
Can a Local Business Take Control of their Marketing? – Acquiring the Identities of People
Earlier this week we released our first article in our “Can Local Business Take Control of their Marketing?” series. In that article we discussed the 5 Things Needed to Have Successful Marketing: A technology, service or product that works. Good execution of said...