No matter how polished your website and social feed are, feedback from your existing customers play an important role in helping you get new customers.
Today, a consumer’s perception of any business is often shaped by reading online reviews. Consumers generally trust online reviews. For some, it’s the first thing they check when considering a new business. They want to know how other customers feel about your products, services, hours, locations, and other features of your business.
52% of consumers search online and/or check the business website before visiting a new business.1
86% of customers surveyed say they are influenced by online reviews.1
Four tips to help you tackle customer reviews2
- Ask customers for reviews: Customers are more likely to leave a review if asked. Let customers know which review sites are best for your business.
- Stay prepared for new reviews: Most review sites can send a notification when your business receives a new review. This is handy because you can quickly and easily respond—especially if there’s a negative review.
- Reply privately: Many review sites allow you to contact the reviewer directly. This can be a smart way to handle a customer concern, avoiding an extended public dispute.
- Prioritize responding: Set aside time to say thanks to any customer that leaves a positive review. It creates a real, human connection and can build upon the goodwill you’re already creating.
What’s the best way to ask for reviews?2
Final invoice: You could include a request for a review in your final invoice.
Web site or email: Make it easy for a customer to leave a review on your site or include a link in one of your emails where customers can leave a review.
Physical location: If you have a physical location, you can always create posters or window stickers asking customers to leave reviews on your preferred sites.
1 Insights listed are from Visa’s Digital Transformation Research, 2018 Maru/Matchbox survey
2 Visa Small Business Hub