LinkNow Media | Customer Reviews

The Web is Waiting For You

Tag: Positive Customer Reviews (Page 1 of 3)

When Social Media Goes Wrong

boat

Social media can be a helpful tool for many businesses when it comes to adding a little extra to their SEO and providing a great platform for business-client interaction. Sure, building a Facebook page won’t lead to direct ranking, but the potential for link building is big, as well as building an audience. /

However, if one or two things go wrong, social media can have big real-world consequences for your business—whether you’re on it or not!

Ease of Sharing

The same thing that you can benefit so much from can be your downfall as well. How many times have we seen people in the public eye sticking their foot in their mouth via Twitter? Or having an old post from years ago brought up and criticized?

It’s always important to think before speaking, but in the case of social media, the record of what you say will live on forever. Even if you delete it, realizing after the fact that something you just said didn’t go over so well, is often too late.

Staff Representation

Before the age of social media, business owners would wonder what their employees really thought about their jobs. Were they enjoying it? Saying negative things to friends and family? Well, now anyone can have their say—and make it public.

The way your staff represents you online is important. Especially if they have a big following.

While it’s usually advised that employees be careful what they say online, it goes both ways. Reputation is important. Don’t lose yours by being a bad boss and getting called out for it online.

Everyone has Their Say

Which brings us to reviews. Staff, customers and anyone you can think of can have their say online. Even if you’ve avoided putting your business on directories and social media pages, if you’ve got a bad reputation, it will get out.

All it takes is one angry client or staff member to start the ball rolling and list you online. Then, whether you like it or not, you’re there for good and the only way to fight back is by taking control of your social media presence and communicating with bad reviewers.

Case Studies

It can be entertaining to look at businesses failing on social media, until it’s your business in the hot seat. Paying attention to what others did wrong can help you avoid making the same mistakes.

Coca-Cola

Posting an outdated map of Russia omitting Kaliningrad which was annexed following World War II, Coca-Cola had a brand-new hashtag following them around: #BanCocaCola. Applied to images and videos of people pouring their Coke bottles down the toilet, it wasn’t the greatest marketing move.

MTV Australia

Tweeting a suggestion requesting English subtitles on actresses America Ferrera and Eva Longoria at the Golden Globes doesn’t seem like the greatest idea. But MTV Australia thought it was a good plan. Needless to say, they suffered a PR nightmare.

Tay Tweets

Probably the most famous social media mess-up of recent years, Microsoft launched their AI Twitter bot and encouraged the people of the internet to help it learn. Well, if you know the people of the internet, you can guess what happened. Tay turned into a sexist, racist jerk in less than 24 hours.

The Final Words

Like many marketing tools, the powers of social media can be used for good, or evil. Compose carefully, research well and don’t let the trolls teach your account to be just like them.

How to Spot a Fake Review

boat

In an age where reviews are key when it comes to how millennials and many others spend their hard-earned money, fake reviews have been cropping up left and right.

No, it’s not ok or even legal to hire someone to leave fake reviews for your company, but people still do it. So, how do you pick out what’s real and what’s fake?

There are some great websites that will help you such as Fakespot, but there are also tips you can keep in mind as you browse when you don’t want to go to the extra effort of plugging products into searches!

Check the Language

Fake reviews are most often found in the one-star or five-star category. Companies paying to bump up their sales or bring down a competitor’s sales will be looking for extreme praise or criticism. On a website like Amazon, start off by only looking at two to four-star reviews. Many fake reviewers are also paid per word, so their reviews may be quite short, and often in slightly “off” language. For example, when discussing price they will mention the currency while an average American leaving the same review would simply state the price.

Check the Timing

A surefire way to spot fake reviews is if a product or service has received multiple reviews in a short timespan. When a company is lacking reviews and pays to get a batch online right away, the reviewer they’ve hired will post them in swift succession from multiple fake accounts. While there are a lot of avid reviewers out there, most consumers wait until they really have something to say to leave their own review and so a constant stream of legitimate reviews is a highly unlikely occurrence.

Creep the Reviewer

Does their profile photo look like it came out of a picture frame or an art book? Take a look at the reviewer’s profile and see what sort of reviews they’re leaving. If the products are all over the place and reviews are constant, that’s a good sign that they’re a fake account. You can even search their full name if they’re using it on Google and see what sort of web presence they have. A reverse image search will reveal if that photo they’re using is a stock photo, or real. In the case of Amazon, you can also check to see if they in fact purchased the product they are reviewing. If not? Likely fake.

While angry, negative reviews can be fun to read, a lot of the time they’re fake. A one-star with emotional language that doesn’t really tell you much about the product itself is likely a freelancer, or friend/family member of a direct competitor trying to bring the competition down a peg.

Does a review sound like someone’s mother wrote it? No one’s that devoted to their vacuum cleaner. Switch to some middle-ground reviews and find the real, un-biased opinion.

Happy hunting!

The Better Business Bureau vs. Peer Reviews

boat

The Better Business Bureau (BBB) was founded in 1912 and created to focus on advancing marketplace trust. An unbiased authority, their accreditation of businesses across the United States and Canada have held a lot of weight when it comes to displaying the quality of a business.

Ranked F – A+ and providing basic information on a business such as founding date, as well as customer reviews, it’s a great website to gain valuable information. Factors that affect a BBB accreditation are:

1. Build trust

2. Advertise honestly

3. Tell the truth

4. Be transparent

5. Honor promises

6. Be responsive

7. Safeguard privacy

8. Embody integrity

These are all excellent things for businesses to aspire towards.

However, over the years, the BBB is losing its standing as the first resource discerning customers turn to. While businesses still proudly display their accreditation, and rightly so, consumers are starting to turn more to online reviews on sites such as Google, Yelp, Foursquare and Facebook.

So, what does the BBB offer their members that free reviews do not?

Right out the gate, you’re going to have to look at your client demographic. The baby boomer generation grew up seeing the BBB as a standard of excellence. A business could be ruined with the right misconduct complaints. If they are your target, the $500 yearly BBB membership could be a valuable investment.

Once you’re a member, you start off with an A rating which is pretty good. This could go up with good reviews, or down with bad. You’ll receive a logo that you can place on your site, the backlink is good quality SEO, and your membership fee is tax deductible.

The biggest difference between the BBB and other review websites is status and history. Accreditation looks great but when it comes to sheer quantity of opinions and SEO value you would be better off encouraging reviews across other platforms, especially if you have a younger audience.

In Conclusion

So, in the end, do we believe in the relevancy of the Better Business Bureau in 2017? YES we do! A membership just may not be for every business, especially those just starting out.

Like with any marketing tactic it’s important to weigh your options and look at your target market. Online reviews are an amazing sounding board for your customers to tell other people what they think about the products/services you offer, and for you to respond to their feedback.

When you read about what’s affecting SEO, you’re not going to find the BBB listed anywhere but you are going to find a lot of stats about reviews.

It’s a fact that over 80% of your current and future clients are reading reviews and taking them seriously, and they’re not hunting for the ones on the BBB.

However, the BBB provides a long-standing pedigree that is appealing to many browsers who want to know more about your website. If you’re able to make the investment, we recommend you try it out. But until you’re able to, just keep building those reviews!

Millennials and Reviews

boat

The largest generational cohort since the baby boomers, millennials are the largest generation in US history, and their shopping habits are shaping our economy more and more.

This tech-savvy generation has a purchasing power that will soon exceed that of every other generation. Strong supporters of online shopping, millennials are cautious as well, putting off large purchases until later in life and valuing quality over price.

It’s no surprise that with all the information available at their fingertips, they put research into their purchases whether it’s a physical one, or a service. That’s where reviews come in.

The Importance of User-Generated Content

User-generated content (UGC) such as status updates on social media, blog posts and Google reviews are what make the millennial consumer’s world go around. The more viral and liked a product or service is by peers, the more likely they are to purchase it themselves.

In past generations, the professional opinion was king, but with a growing distrust for mainstream media and big corporations, this generation finds themselves turning to the most trusted source: mass approval.

Some may see this as illogical, but to understand the logic, consider this: Professionals may have appeared on adverts or written articles on a product, but was this always of their own volition? If not, someone wanted them doing that promotion for a reason. And can you really trust that?

UGC: Investing in Time to Make Solid Investments

Millennials spend 18 hours with media per day. Astounding, right? Some of us aren’t even awake for 18 hours of the day! Thirty percent of this time is spent browsing UGC, 33% on traditional media such as print and TV, and 37% on other media.

No matter what they’re looking at, and especially when it’s online, products are being promoted.

When something catches their eye, their first instinct is to look that product up online to see if it is legitimately what they expect, and to see if it’s worth buying.

If they’re looking for a service, Google reviews will be their first stop. If your business isn’t listed on a Google My Business page and set up with a star rating, you’re in trouble!

With 90% of millennials shopping online, your online presence is more important than ever. You just can’t afford to stay in the stone age.

Influence With Technology

Most millennials are obsessed with reviews. With apps like Yelp and Foursquare, everyone has a place to speak their mind. Whether you’re reading entertaining negative reviews, leaving one yourself, or praising the best pizza you’ve ever tried, reviews are fascinating and, for the most part, trustworthy.

Whether they’re aware of it or not, millennials have their antenna up for star ratings and reviews no matter where they are online and if there are no reviews to be found, it’s likely they’ll find a more reliable product.

So go the extra mile and make sure that your business is getting lots of great reviews. Rank higher on search engines, and bring in that amazing millennial purchasing power!

How Consumers Use Reviews Online

boat

When you’re searching online to find the perfect restaurant to try out on Friday night, the last place you’ll choose is one with zero online presence. In the information age that is exactly what people are looking for: information. They want to see photos, other customer’s opinions, and maybe even a virtual tour if you have a physical storefront. These days, 72% of consumers say that positive reviews make them trust a local business more, with 94% saying they’ll use a business if it has at least a four-star rating.

On average, a one-star increase on Yelp leads to a five to nine percent increase in revenue, with just one negative review costing you 30 customers. Reviews are the best way to hold a business accountable. Consumers look for reliability, expertise and professionalism, and if you cannot practice these they’ll let you know.

So, if negative reviews are so dangerous, why collect reviews at all? Well, a couple negative reviews are better than no reviews at all, so long as you’ve got some positive ones going on as well. When negative reviews occur, respond quickly, admit to any errors, reiterate your company’s mission and if possible and warranted, provide compensation.

When a consumer looks at or leaves reviews online, they’re looking to:

Find the best business for their needs

Build trust

Express themselves

Help other consumers

Here are some more numbers to help you understand the benefits of reviews:

92% of consumers read online reviews

68% say positive reviews make them trust a business more

Only14% of consumers will use a business with a one- or two-star rating, whereas 94% would use one with a five-star rating

80% of consumers trust reviews as much as personal recommendations

Online reviews are probably the most important tool for a modern business. You can gain them with skill by requesting them from loyal customers and publicly thanking positive reviewers while apologizing to those who had a bad experience.

A business with active reviews on websites like Google, Yelp and Foursquare will get a boost in SEO making their online presence skyrocket and produce tangible results in the form of an 18% uplift in sales.

Now more than ever, consumers want to see that business’ are run by real people, not robots. By interacting through reviews, you are showing that you care enough about your customers to take a moment out of your day to leave a personalized response to their opinion, and being able to do that is massively beneficial to any business. The last thing the 2017 consumer wants is to deal with a business that is unreachable.

Reviews impact search ranking, too. In 2014 Google updated its search engine to take into consideration the reviews from popular sites such as Yelp and TripAdvisor. So, if you’re actively getting your customers to leave reviews for your business, you’ll get more business, guaranteed. This sets off a chain reaction to in turn produce more reviews and more new customers.

Don’t be afraid to ask for reviews and interact with customers. It’s the only way your business is going to grow and survive. Give the gift of communication, and your consumers will most definitely give back!

How Online Reviews Impact Your Local SEO

More and more businesses are realizing the importance of online reviews when it comes to promoting their product or service, but did you know reviews also affect your Search Engine Optimization? SEO is just as crucial to the promotion of a business in 2017 because it means a boost in your ranking. For example, if someone is searching for a hair salon there are many options. But if you have the best SEO, they’ll find you first.

When you’re trying to beef up your SEO online reviews are critical to this process. Search engines love fresh user generated content, and customers love social proof. In fact, 90% of customers say their buying decisions are influenced by online reviews.

Search engines like Google or Bing are in the business of creating fast and accurate search results, and the input from real people in the form of reviews is a great way to do this. In a recent study by Moz it was determined that reviews make up 10% of how Google and other search engines decide to rank results.

Factors that can play into your business’ SEO include a variety of signals such as linking, keywords and categories, with reviews coming in before social media in terms of boosting your business!

Google favors high-rated sites, and in a world where customers spend 31% more on a business with good reviews, you’ll want to get a review gathering strategy in place if you don’t already have one!

A good way to do this is request that happy customers leave a review. If you’re selling online, include your request in a thank you email. At a physical store, create a flyer you can drop in a customer’s bag along with their merchandise. You can even create a landing page on your website linking to review sites for the ultimate ease of access.

Review sites that will get the results you’re looking for include:

Google My Business/

Yelp

Foursquare

Citysearch

YP.com

Try the Review Handout Generator by Whitespark and Phil Rozek if you need an easy way to create handouts for your store, then wait for the reviews to start flowing!

Asking for reviews can be a bit of a scary process, considering you can land on a customer who’s not happy with their interaction. But don’t worry—even negative reviews keep your business active from a search engine’s point of view, and as long as you respond to all negative reviews in a calm and professional manner, you’ll be just fine.

Finally, on your quest for reviews, don’t be tempted into paying for fake reviews. This is considered fraud and you could be in big financial trouble for doing it. Not to mention, it’s just better to have legitimate reviews for your business. Even if they’re criticizing you, you can learn something from unhappy customers.

No matter the size or type of business you run, online reviews are imperative to keeping it running successfully. So, go and gather reviews and see just how good the results are!

Michael S.

My firm was rethinking its marketing approach. Our revised plan necessitated a downsizing of the services provided by LinkNow. The LinkNow staff was very helpful in facilitating this change. There was no “hard sell” or other pressure trying to get my firm to maintain its previous higher priced plan. This was a relief and encourages us to look to LinkNow later when we are more appropriately positioned to use LinkNow’s higher priced site optimization/marketing plans.

Mike M.

I wanted to thank you for the good work LinkNow Media has been doing for Mathers Electric’s Google Listings.

I googled Electricians Tallahassee FL and we came up on the first page, real close to the top. We have a 5 star rating and 10 excellent google
Reviews. I did not see another electric company with a 5 star rating. Before I started using LinkNow Media I could not get this to happen.

No matter how much I payed other companies. We now get most of our new business from the Web (Google).

Sincerely and forever grateful, Mike Mathers

President of Mathers Electric Co., Inc.

A concept image of a magnifying glass with a wooden handle on a textured white surface showing the word authentic but magnifying the word fake resembling counterfeitting

Receiving Fake Reviews From Competitors

In this day and age, dishonest companies have been able to stoop to new lows by attempting to damage their competitor’s reputation online with fake reviews.

While it may not be immediately obvious that a competitor is attacking you, a quick check through their other reviews should give you a clue. They are likely attacking other similar businesses in the area. If negative reviews are posted on other competitor’s pages within a tight timeframe, you’ve got the start of a case.

Fake and negative reviews are tricky to deal with. Always do your research before dealing with them, or you may be responding inappropriately to someone who is simply expressing their displeasure. Remember—there is such thing as a legitimate negative review. Take these as constructive criticism, and respond politely.

Tact at All Times

When responding to a fake negative review from your competitor, practice tact at all times. Whether this negative review is legitimate or not, treat it with the same respect. Follow these steps to compose a polite and professional response:

Breathe

Literally. Breathing exercises will calm you down, so take a few deep breaths.

Don’t take it personally.

A difficult one, but part of being a professional.

Address the issue.

Start your response off by repeating their complaint. For example: I understand that you (insert situation here).

State your core values.

Inform the reviewer of your business’ core values and why they don’t match with what happened.

Make a game plan.

Tell the reviewer what you plan to do to remedy the situation. If this is a competitor leaving a fake review, you likely will not actually do this because the situation did not occur. But, existing and potential customers will appreciate seeing what you would do if it really had happened.

Say thank you.

Thank the negative reviewer for their constructive criticism and invite them back to experience your business again in a better light sometime in the future.

Even if you expect this review to be removed, there will be wait time. Writing a proper response is of value to your future clients. Don’t lose business and allow your competitor to accomplish what they came to your review page for in the first place.

Keep on Keeping on

Being a business owner will always come with its ups and downs. This is what professionalism is all about! Practice being a professional adult at all times, flag inappropriate reviews and represent yourself well.

Should Google not agree with your report, you can always escalate the situation, encourage friends and family to flag the reviews as well, and tweet @GoogleSmallBiz to hurry the process along.

Like with school yard bullying, a reaction is always what a troll wants, so give them a minimal one. In the end, you make your own reputation in the business world and can overcome anything by keeping a cool head.

How Small Businesses Should Respond to Negative Reviews

ferris wheel

When someone leaves a negative review, DON’T PANIC!

There are two reason not to panic:

  • There is probably something you can do to better the situation
  • Everyone is going to have a couple of bad reviews. You could have had a tough customer or it is possible that you made a mistake. You’re only human. However, that doesn’t mean you can sit back and do nothing.

Here is what you need to do:

  • Focus on what the person is concerned about. It may seem completely irrational but you have to remember that the customer needs to be taken seriously. Is it because of something that your company did or did not do? Is it because they did not read the fine print? Take notes.
  • Talk with your team to see what went wrong and why. Was there a misstep or are you dealing with a customer that expected more than you could deliver?
  • When you write a response, make it clear that you hear what they are saying and that you empathize with their situation.
  • Apologize and make sure it is sincere.
  • If you can make amends, then resolve the issue as quickly as possible.
  • Don’t try to defend yourself. It is great in a court of law but what customers want to see is how you resolve problems.
  • Write what you want to say first and then have someone else read it or give it a night and go back to it.

If You Made a Mistake

Own up to it in the response. What most people are looking for in a company is honesty. If you can show that you made an honest mistake and are willing to take steps to fix it, you will regain the trust of potential clients that read the review. This will also give you an opportunity for the client in question to give you a better review.

Make sure to keep a professional tone at all times. If you wish to go into a detailed explanation then try to do so with the client privately first. Explanations can take a lot of back and forth and since you don’t know how the customer will respond it is best to do it through email or in person.

If You Did Not Make a Mistake

It is sad to say but just as there are companies out there that cheat their customers, there are also people who try to blackmail companies into getting free services by using or threatening bad reviews.

In this case, you may just have to face the situation. They are someone who cannot be reasoned with and they just want something for nothing.  To prevent this in the future it may be a good idea to document the work you perform so you can provide a response with evidence at their accusation.  Though these proofs are best done privately through email.

Of course, be professional about it and attempt a response online as well. As long as you come off as being professional then some people who see the review will not automatically believe you are in the wrong.

In the worst-case scenario, you may have to give them something for free but that is up to your discretion.

Contact the company that the review is posted on. There may be able to remove the review if it is vilifying or defamatory.

Concentrate on Getting Positive Reviews

Make sure to ask your clients that appreciate your service to give a review on different platforms. After a job has been completed, perform call backs a while later to see that they are still satisfied. That is a great opportunity to ask for a positive review.

With enough effort, you can start to drown out the negative reviews and get yourself back on track.

There Is a Positive to This Negative

Consumers are becoming savvier with online review sites. If they see that accompany has only 5 and 4 star reviews they may become suspicious that all the comments are manufactured rather than genuine. Having a few bad ones balances out the situation and gives people the impression that you are professionals but also people.

Page 1 of 3

Powered by WordPress & Theme by Anders Norén