Did you know that up to 98% of consumers read reviews before making a purchase? It’s no secret that online reviews are a big deal for small businesses looking to make a mark. But it’s not just about having reviews; it’s about leveraging them to drive growth.
Where Do People Look for Reviews?
Recent analysis of social media and online platforms reveals where customers are turning to find reviews:
- TikTok (35%)
- Google (8%)
- Product review pages (5%)
- Reddit (4%)
- Instagram (3%)
Yes, you read that right—TikTok is leading the pack! So, if you’re not tapping into these platforms, you’re missing out on a massive audience.
Why Reviews Matter More Than Ever
Not only do reviews influence buying decisions, but search engines like Google also value them highly. With recent algorithm updates focusing on reviews, having a strong online reputation can boost your visibility.
How to Get Those Glowing Reviews
1. Deliver Outstanding Service
Going above and beyond for your customers isn’t just a nice-to-have—it’s essential. Outstanding service creates memorable experiences that customers can’t help but talk about. Start by genuinely listening to their needs and providing personalised solutions. Train your staff to be friendly, attentive, and proactive in solving problems. Remember, the little things matter: a handwritten thank-you note, a follow-up call to check on satisfaction, or surprise upgrades can turn a one-time buyer into a loyal advocate. By exceeding expectations at every touchpoint, you’re not just selling a product or service; you’re building lasting relationships that encourage positive word-of-mouth and repeat business.
2. Engage on Social Media
In today’s digital age, being active on social media isn’t optional—it’s a must. But it’s not enough to just have an account; you need to engage where your customers spend their time. Platforms like TikTok and Instagram aren’t just for dancing teens; they’re powerful tools for businesses. Create content that resonates with your audience: behind-the-scenes looks, how-to videos, or customer testimonials. Use trending hashtags and participate in challenges to increase visibility. Don’t just broadcast—interact! Respond to comments, join discussions, and show the human side of your business. By fostering an online community, you make your brand more relatable and encourage customers to share their positive experiences.
3. Make It Easy to Leave Reviews
Let’s face it—people are busy. If leaving a review is a hassle, even your happiest customers might skip it. Simplify the process by providing direct links to your review pages in follow-up emails or on your website. Consider using QR codes on receipts or in-store displays that customers can scan with their phones. The easier you make it, the more likely they are to share their thoughts. Also, guide them on where to leave reviews based on where your target audience hangs out—be it Google, TikTok, or specialised review sites. By removing barriers, you’re more likely to collect those valuable reviews that can influence future customers.
4. Respond to Feedback
Feedback, whether glowing or critical, is a golden opportunity. When customers take the time to share their opinions, they’re offering you insights into what’s working and what needs improvement. Responding promptly to reviews shows that you value their input. For positive reviews, a simple thank you can strengthen customer relationships. For negative feedback, approach it as a chance to make things right. Apologise sincerely, address the issue, and outline steps you’re taking to improve. This not only helps regain trust with the individual customer but also demonstrates to others that you’re committed to excellent service. Transparency and responsiveness can turn a dissatisfied customer into a loyal one.
5. Incentivise Reviews
Everyone loves a good deal, so why not use that to your advantage? Offering incentives like discounts, freebies, or entry into a prize draw can motivate customers to leave a review. Be sure to encourage honest feedback—authenticity is key, and fake or forced reviews can do more harm than good. Clearly communicate the incentive in your post-purchase communications, and make it easy for them to participate. Just remember to follow the guidelines of the platforms you’re using, as some have rules about incentivised reviews. When done correctly, a small incentive can yield a significant return in the form of valuable customer insights and enhanced reputation.
We’re Here to Help
At Connect 3 Ltd, we specialise in helping small businesses like yours grow. We understand the challenges you face and have the expertise to guide you through them. Whether it’s developing a robust strategy to gather more online reviews or enhancing your overall customer experience, we’ve got you covered. Our team can provide personalised solutions tailored to your unique needs, ensuring you not only meet but exceed your business goals.