In today’s digital age, your company’s online reputation is a driving factor in maintaining and growing your business. The first step in managing online reputation is identifying the True Voice of your Customers. Second– and equally important– is broadcasting and distributing that voice. Keeping customer satisfaction information unpublished does not serve anyone – it’s data at rest. Putting that data in motion will increase:
Visibility: Expose all potential customers to the right review at the right time. Distributing a large number of reviews on a wide range of review sites ensures that your company has high visibility. With 90% of users looking to online reviews before visiting a business, you want your reviews to be widely available to all potential customers– whether they use Yelp, Google reviews or others.
With 90% of users looking to online reviews before visiting a business, you want your reviews to be widely available to all potential customers– whether they use Yelp, Google reviews or others.
-Emma Monro, Experience.com (Formerly SocialSurvey)
Credibility: In the past, company credibility was greatly established through word of mouth between family members, friends, coworkers, etc. Today, word of mouth continues on a much greater scale through online review sites. When a customer has a good experience, they now vocalize that to a place where thousands of potential customers can see it, increasing your credibility tenfold.
You want to be visible and credible when someone searches for your company, but to get there takes some heavy lifting. This is a challenge that Experience.com (Formerly SocialSurvey) is ready and happy to execute fully.
So, if you were able to get the True Voice of your Customers and automatically direct them to a wide range of online platforms… where exactly would you want them to go?
The Top 5 Places for Reviews Online
- Google Reviews:
- Facebook Recommendations:
- Your Company Website:
- BBB:
- Zillow and LendingTree:
Google reviews are just over ⅓ of the google local search algorithm. As a trusted search engine, Google is the first place many people go to look for information—this is great initial exposure for your company. In addition, customers that search on Google show a very good intent to start the customer journey for the chosen product or service. 63.6 percent of consumers say they are likely to check online reviews on Google before visiting a business — more than any other review site. Meet these customers with reviews in the place they’re likely to look for them first.
63.6 percent of consumers say they are likely to check online reviews on Google before visiting a business — more than any other review site.
–Reviewtrackers.com, 2018
In alignment with the Facebook changes that have rolled out in 2018, Facebook Recommendations are now taking place in both the news feeds of your recommending customers, and on your Facebook page itself. This rating is not just based on the star rating left by your customers. It is also based upon your ‘on page’ responsiveness and your Messenger responsiveness.
Make your website a one-stop shop for prospective customers. If they happen to land here first, handing them reviews eliminates their need to take the extra step of looking at a review site. It also portrays your company’s commitment to broadcasting the true voice of your customers.
This private and non-profit organization is geared towards advancing marketplace interactions. Getting accredited by BBB will only benefit your company’s reputation, as you get a seal that you can put on your personal website. According to a 2016 Nielsen Study, 70% of consumers familiar with BBB and the Accreditation Seal have greater confidence to purchase sooner, rather than later, when a business displays their BBB Accreditation Seal.
Almost every time you google a loan officer’s name, their Zillow profile is on page one. This, combined with Zillow’s 160 Million+ unique visitors per month looking for a home, makes it an important place to park your VOC content. LendingTree, another industry-specific site with lots of traffic, is also a great choice. Great news! SocialSurvey already has integrations with both!
