Categories
Business

Review Management

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Review Management Best Practices

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Why your business needs to stop removing reviews

1) People can tell your business is filtering the reviews.

68% of consumers trust reviews more when they see both good and bad scores (Econsultancy, 2012). Customers are more review savvy and can spot when things look too good to be true. 95% of consumers suspect censorship or faked reviews when they don’t see bad scores (Reevoo, 2015).

2) It looks fishy, like your business has something to hide.

30% of consumers assume online reviews are fake if there are no negative reviews (Webrepublic). Only 8% of consumers expect a business to have a 5-star rating before they will consider using them (Brightlocal, 2016). If there are only five star reviews on a review site, customers know that your business is grooming your reviews and assume it’s because your have something to hide.

3) Reviews that are removed will only anger customers trying to share their experience.

If your business doesn’t allow or encourage reviews, your customers that have something to say, good or bad, will find it odd that they can’t leave a review for your business. Customers can still leave reviews for unverified listings and profiles so just because your business can’t see the bad reviews, it doesn’t mean they don’t exist.

4) It looks like your business doesn’t value customers enough to win them back.

If your business doesn’t allow for feedback, it appears to customers that you don’t really care about them or value customer service. If customers can’t expect good service, don’t expect them to want to visit your business. Customers like to see businesses that are open to feedback and especially the businesses that are listening enough to try to win customers back.

5) It doesn’t give yours business an opportunity to win back their trust.

If a review isn’t published, it can be very infuriating to customers. If your business did fail the customer, it gives you a chance to win them back. Since your business is responding to the reviewer publicly, your business can possibly win them back as well as show other customers that you care about how you treat your customers. Customers like that.

6) Businesses are missing out on valuable feedback to improve.

While customers at times can be unrealistic with their expectations from a business, some can provide feedback on possible oversights. Oversights happen to the best of us and there is always room for improvement.


Situations when it is okay to gate reviews

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Here are the situations when it is acceptable for your business to filter out which reviews are published:

1) When the review contains graphic material or inappropriate language.

If the review is inappropriate, contains explicit language or graphic material. Fortunately, many review sites are all over this, but if they happen to miss it, you can flag it as inappropriate.

2) When reviews are irrelevant to your business.

If a review doesn’t provide any mention or context to your business, products or services. Sometimes customers leave reviews but they really want to ask a question. If it really doesn’t add context as a review from a customer, it is okay to suppress that review.

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3) When reviews are spammy or someone is plugging another business.

If a review isn’t related to your business but is obviously spam, or if a person starts talking about their business instead of you business. In the example below, the review was for a direct competitor and was a case of mistaken identity.

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4) When the review is a fake or planted by a competitor (and your business knows it is).

In the case of review fraud, it is completely acceptable to suppress the review and remove it. In the example below, the person hasn’t ever been to the establishment, they just left a review that they read other reviews.

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Unfortunately, reviews have been used as blackmail and this sort of unscrupulous behavior does occur. The fact that this behavior is on the rise speaks to the importance of practising review management and using reputation management software. If you want help determining if a review is a fake or not, try the free Review Skeptic tool backed by research from Cornell University.

Again, Please Don’t Review-Stuff

The review below is an example of a business owner promoting his own business. There’s a lot of specific detail that even the most committed reviewer wouldn’t delve into. On top of that, the review is so long many people will probably just skim over.

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How can your business practice white-hat review management?

Here’s how your business can practice white-hat review management:

  1. Provide exceptional customer experiences
  2. Ask your customer to leave a review (in store signs, surveys, etc)
  3. Read and analyze the review. Does it meet the criterion to suppress or remove?
    1. If yes, remove and you are done managing the review
    2. If no, the review stays published
  4. Respond to the review
    1. If the review is positive, thank them for their feedback
    2. If the review is negative, try to move the conversation offline. Try to remedy the situation to win the customer back. If you have remedied the situation, try asking them to adjust their review. If not, then at least the customer may come back.

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White hat review management visual guide

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Why it’s best to take the review management high-road

At the end of the day, people can tell that if your business is grooming your reviews if all of your reviews are too positive. From a consumer’s perspective, it is better to see a business with a mix of reviews, mostly positive but with some negatives as well. So long as a business is trying to remedy the situation by responding to the customer and following the proper review management protocols, it actually says more about the business than a business with all perfect five star reviews.

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Categories
Business Listings

Get Listed on the Local Search “Big Four”

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You may not be aware of it now, but it’s likely that your business has suffered at the hands of incorrect business listings.

And as a customer I’m sure you know from experience the impact it can have. To put it bluntly, when someone is trying to buy a product or service and an incorrect listing makes that process more challenging, that customer will waste no time finding another place to spend their hard earned money.

Don’t let your customers lose out on business because of incorrect listings—claim and correct them instead!


Out with the old, in with the new

As you are probably aware phone books are starting to corner the doorstop and firestarter market. As tech-savvy generations age and account for larger percentages of our population, target customers are continuing to shift further away from paper and toward digital. 63% of people under 40 never use phone books to find local listings. This means having your business listed online is critical to tapping into a huge demographic of potential customers in the up-and-coming 80-million Millennial generation.


The Internet’s hottest spots

With 85% of consumers browsing online to find your business, it’s more important than ever to be showing present and accurate NAP (name, address, phone number) data in the internet’s hottest spots. For this article, we will narrow our focus on “The Big Four”: Bing, Yelp, YellowPages and Google. These four listing hubs account for 85% of all search traffic and providing businesses with access to 314 million monthly users, these are the listings you want claimed, corrected and working in your favor for free.

(1) Bing

Bing is a big up-and-comer in the digital world. This engine now accounts for 30% of all searches performed online. That’s a huge amount of traffic for local consumers looking for your business. Accessible from Bing Places, getting a business online is as easy as one, two, three!

(2) Yelp

Traditionally known as a review platform, Yelp has evolved into a one-stop-shop for your businesses to manage information and reviews, as well as post photos, promotions and events for your customers all under the roof of one little listing. Yelp is a huge draw to businesses because it has so much to offer and so much traffic! With up to 36.3 million monthly users looking for reputable and trustworthy businesses, wouldn’t it be great to get found on Yelp? Get started now.

(3) YellowPages

Aptly named for its predecessor, YellowPages (or YP as we more affectionately know it) has taken over where the original Yellow Pages left off. With a built-in user base from its paper days, YellowPages has already wormed its way into customer hearts and become a reliable source for listing information. On top of all that, YP has some of the highest US local search numbers in the game, making it the perfect place for your business to get found online. Get started and get YellowPages working for those local businesses of yours!

(4) Google

“Just Google it” has become a common phrase in most of our daily lives, so it should come as no surprise that its listing source, Google My Business, makes our Big Four. Unique to the other three, Google’s demographic reaches far beyond the female decision makers, 45+ age group, and $60,000+ income earners using Bing, Yelp and YellowPages. In fact, part of Google My Business’ draw is that its listings are seen by everyone who uses Google. With up to 175 million monthly users across every demographic, that’s a pretty big draw.

Not only does Google My Business get you found in searches, but on Google Maps as well! Accounting for 78% of mobile travel usage, if your business isn’t on found on Google My Business, there’s a good chance it’s not getting found in real life either. Don’t send customers driving around in circles; get your businesses on Google my Business now.


Accuracy really is everything

Now that we’ve talked about where to be listed online, let’s talk about how your business information should be listed online—100% accurately! Customers trust Bing, Yelp, YellowPages and Google to give them the correct information they need to find the business they’re looking for, and when the information is incorrect, customers lose major trust in the brand. Not only can inaccurate business listings and inconsistent NAP data diminish your brand, but did you know it can also affect search engine optimization (SEO)? Yep, you read that right! Listings with false location information are the #1 negative local ranking factor when it comes to SEO. So, not only can false listing data make it hard for customers to find you physically, but online, too.

As you can very well see, being present and being accurate where it matters most in online listings is crucial to survival in today’s dog-eat-dog digital world.

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Categories
SEO

5 Easy Tips to Climb Search Rankings

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We’ve compiled five easy tips that businesses can use to climb search rankings with speed. We aren’t saying that you’ll appear at the top of the search results in a couple of days, but we do guarantee that using these tips will help a business climb search rankings on all major search engines over time. Persistence and patience are key factors in search engine optimization, and while it won’t happen overnight, keeping these best practices top of mind will help your content rank.


Tip 1: keyword planning

It all starts with keyword planning

Businesses with great content on their websites tend to appear at the top of the search results, and great content has a focus on keywords. Before a webpage is created, your business must first determine what word or words you want to rank for. Keyword planning is not simple, especially for businesses that don’t understand how to plan. Your business cannot simply pick a word, type it a bunch of times and cross your fingers to appear at the top of Google search rankings. Search engines are not fooled by this. Keyword density is important, but it’s not the only thing that the search algorithms consider when ranking pages in search results, especially with new progress with Google’s RankBrain. There are many factors that affect local search, and it’s important to dominate the ones you have control of to move into the coveted Snack Pack.

Make target keywords niche, targeted and relevant

When keyword planning, be sure to use niche words, and target keywords that are relevant enough to get your business appearing in front of the right people online. If your local company wants to appear to the right local audience, you must be sure to be specific to your community. A local windshield repair company is going to have a hard time appearing for the keyword “windshield.” It’s not impossible, but it’s difficult for local companies to appear in the top few results for broad focused keywords. There is a much better chance to appear at the top of the search results if the keywords are narrowed down.

Keyword planning example

For example, a windshield company in Buffalo, New York wants to appear in front of local customers who may have a crack or chip in their window. They’d be much more successful aiming to rank for “rock chip repair in Buffalo” rather than the word “windshield.”

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Tip 2: strengthen meta descriptions

Meta descriptions should contain your keywords

A meta description is a small description of what your webpage contains, it’s basically a summary of your business’s webpage in ~160 characters. These too must have a focus on keywords, and for smaller businesses such as local windshield repair companies, it’s important to have the right keywords in the meta description.

Meta description example

To keep this example consistent, “rock chip repair in Buffalo” was set as the Google search terms to see which businesses appear in the search results. It’s always a good idea to look at the business that appears first, see how they are doing it, and try to better their meta description.

In this case, this local windshield repair company that clearly knows what they are doing! As you look above, you can see that the meta description contains most of the words that we searched for. This is a fantastic way to target the specific search query of “rock chip repair in Buffalo” and to get frantic drivers with broken windshields through a business’s front door.

Help guide customers from page to page

Proper meta descriptions not only help in search result rankings, but they also give your prospective customers a summary of exactly what they may be looking for. Customers want it easy, they don’t want to spend a long time browsing for repair shops—they want to find answers easily and the solutions fast.

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Tip 3: be unique

Search engine bots search for unique content

It’s tough for your business to be unique from the fifty other local companies that compete in your company’s industry. However, the content on your business’s website should aim to be unique and somewhat different from the rest in order to stand out in the search rankings. The reason being  that Google and other search engines search for original content when their bots are crawling sites. This means every site in a specific industry that has similar webpage copy will likely blend in, and the bots won’t declare those pages as original or unique. Don’t expect a local business page to appear high on the search rankings if it sounds exactly like every other local business page!


Tip 4: stay active everywhere online

The more online activity, the better

You business has to stay active online if you want to climb search rankings, make a name for yourself on places other than your company website. Your business can improve your local search by using data aggregators, or you can manually create listings on tons of directory sites.

Online mentions increase search engine influence

One thing many smaller businesses fail to understand is that business pages on reputable websites are so important! Social platforms like Facebook, Google+, LinkedIn are an easy way for your business to index your name across various sources on the web. Likewise, review sites are hugely important! The more your business is mentioned online, the greater the influence you will have on search rankings.


Tip 5: blog

Blogs help keep web content fresh

Blogs are not only fun to write, but also a way to continuously produce new website content. Google’s algorithm specifically calls for continuous web content and publishing if your business wants to appear high on the search rankings. Google is pushing web developers and content writers to keep websites from getting irrelevant or outdated, making content marketing a healthy company strategy.

Blog with a strategy in mind

Your business should establish a blog plan, no matter the industry. If that same windshield repair company in Buffalo New York wanted to blog, maybe they’d write about the “Top 10 windshield crack horror stories” or “How a rock chip ruined this man’s day.” These types of articles are relevant to their industry, and are loaded with keywords about their business. Tools such as WordPress, Medium and Ghost are all super useful in order to easily get started with blog publishing.

A blog presents a huge opportunity

It could be a funny blog, or serious industry stories, as long as the content that is being produced has a focus on their respective business industry. That’s just one example, but there are tons of opportunities for businesses in any specific industry. Don’t believe us that blogging is important? Here’s 58 reasons why businesses should run a blog.


Conclusion: content is key

Whether it’s keyword planning for the content you write, writing great meta descriptions, writing original content or blogging, it all involves the production of content. That’s because content is key. Implement these strategies and monitor your rankings. There are a variety of SEO tools, both free and paid that your business can use to do so. While your rankings won’t shoot up overnight, your business has a huge opportunity to improve your search engine rankings and outrank your competitors to get more business through your doors.

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