Online reviews are essential resources for your prospective customers and an excellent way to track the service experience of your current customers.
When it comes to online review sites, Yelp may stand out as the leader of the pack. But with search engines like Google also displaying user-submitted reviews alongside results on search engine results pages (SERPs), which is actually the king of customer testimonials?
We’ve broken down the good and the bad of both Yelp and Google’s review abilities and compared them to see where you should be focusing your review efforts online.
Read on to see how the results may impact your digital marketing strategy.
You’re probably not that surprised to learn that you should be focusing on both Yelp and Google. While both will increase your presence with customer testimonials, they also both contribute to your success in different ways.
But just monitoring customer reviews isn’t enough – success will come down to what you do with that information. Sure, you may enjoy reading positive reviews more than negative ones, but the latter group may also be the best source of information you have to improve your customer service and your product offerings.
Follow these tips and make sure your reviews are doing everything they can for you.
1. Share Your Findings With The Team
Monitoring and compiling review data is helpful for feedback, but not if you don’t share it with everyone who needs to know about it. Make sure that everyone from your customer service department to your product development team is up-to-date on what consumers have to say about your company.
2. Put Your Ego Away
Don’t read negative reviews as criticism – read them as opportunities. Every time a customer tells you something that they didn’t like about your item or the buying process is a new opportunity to improve upon the way you do business.
3. Don’t Be Afraid To Engage
Some review sites even give you the chance to respond to customers, but use this gift wisely. You don’t want to get into a fight with a customer or client, but you can thank them for their honest feedback, and let them know that you’ll be taking their suggestions to heart.
Doing so may even help you win that customer back.