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Reviews - Why
When & Why Do Consumers Leave
Reviews?
Take 30 Seconds and Jot Your Answer
360%Reviews - – Why Should You Care
Click Thru Increase from Google
Reviews – Why Consumers Leave Reviews
When & Why Do Consumers Leave
Why Do Consumers Leave Reviews
Answers•To help/inform business or consumers•Only where there was a bad outcome•Only when there was a very good outcome•When it was very good or bad
Why Do Consumers Leave Reviews?
To Help/Inform Consumers & Biz
Business Owners Consumers0
5
10
15
20
25
30
35
40
45
11
Series 1
Why Do Consumers Leave Reviews?
To Help/Inform Consumers & Biz
Business Owners Consumers0
5
10
15
20
25
30
35
40
45
11
18
Series 1
Why Do Consumers Leave Reviews?
Only If Bad Service
Business Owners Consumers0
5
10
15
20
25
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35
40
45
27
Series 1
Why Do Consumers Leave Reviews?
Only if Bad Service
Business Owners Consumers0
5
10
15
20
25
30
35
40
45
27
5
Series 1
Why Do Consumers Leave Reviews?
Only When Good Service
Business Owners Consumers0
5
10
15
20
25
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35
40
45
4
Series 1
Why Do Consumers Leave Reviews?
Only When Good Service
Business Owners Consumers0
5
10
15
20
25
30
35
40
45
4
25
Series 1
Why Do Consumers Leave Reviews?
When Very Good or Bad Service
Business Owners Consumers0
5
10
15
20
25
30
35
40
45
45Series 1
Why Do Consumers Leave Reviews?
When Very Good or Bad Service
Business Owners Consumers0
5
10
15
20
25
30
35
40
45
45
34
Series 1
Why Do Consumers Leave Reviews?
Three reasons: Very dissatisfied (usually had a disagreement that they felt wasn’t resolved properly), They were impressed (expectations exceeded or just jumping on the hype train)
Then there's the habitual reviewer that had a rating for everything and every place under the sun. In general, people may feel like they're helping shape their community when reviewing businesses in their own community
Review Management
Getting Reviews Or
Getting Good?
Why are You Asking?
Review Management– Which Site?
Tip: Consumers #2 Choice
TA
Yelp
0% 5% 10% 15% 20% 25% 30% 35%
10%
18%
21%
32%
Tip: Search: Keywords +Reviews+City
Tip: Grab the URLS & do an [email protected]
Review Management
Responding to Reviews
Tip: For positive consider private channels
Tip: Have a Response Plan in [email protected]
Review Management – Avoid Pain
Make it Really easy to complain
Avoid Pain
Tip:Ask Every Customer for Feedback
Review Management – Avoid Pain
Follow Up Quickly
A Quick Resolution Avoids Negative Reviews
Review Management
Increase Likelihood of Pleasure
Survey your customers
You Can’t Improve What you Don’t Measure
Tip: Survey Monkey Has a Free [email protected]
Review Management –User Generate Content
Tip: NearbyNow & GFSTip: WP Plugin Gravity Forms
Re-Use As Testimonials
Review Management – Implementation
Make it Easy to Review You
Tip:Consider Segmenting your Customers
Review Management – Implementation
Make it Easy to Review You
Tip: Whitespark.ca - handout generator
Net Promoter Agency #1NPS 60
Agency #2NPS 90
Open Rates 38.9% 46.7%
Review Site Visits 1x 3x
Reviews Left 1x 6x
Review Management – Experience Pleasure
Optimize for Quality Not Reviews
Exceed Expectations
Review Management – Make it Easy
ImplementationWhen to Ask
•Point of Sale•Point of Delivery•After the fact
Review Management – Make it Easy
ImplementationHow to Ask•Handout•Kiosk•E-Mail
Tip: Ask Multiple [email protected]
Review Management – The Final Step
Tracking Reviews
Tip: Visualping.io & GMB Tip: ReviewTrackers, SweetIQ & GFS
Review Management
Dear Attendee:
Thank you very much for coming today. We appreciate you taking so much time out of your busy day.
Would you mind taking another few minutes and leaving us your feedback at Localu.org/dfwsurvey?
As a thank you you will find the presos there.Mike
Review Management – MSS
Yelp- When all else Fails
Review Management
The Shifting Sands of Reviews
Tip: You you can’t incent reviews but you can incent email collection
Negative Reviews Are a Death Knell
If you found an insurance provider online with negative reviews from customers, how likely would you be to choose it?
Very likely
Somewhat likely
Somewhat unlikely
Not likely
8.50%
8.60%
20.10%
62.90%
83% Wouldn’t Choose the Business
Frequently 12 or more/Yr
Somewhat Frequently 6-11 /Yr
Occasionally 1-5 /Yr
Never / Almost Never
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
2%
4%
16%
78%
78% Don’t Leave Reviews
Review Management – Will Leave Review
