It’s time to get your head out of the sand. Reviews matter and your customers (and potential customers) are looking at them whether you like them or not. This is not just something that applies to local businesses. This affects every industry. If you’re going to a new restaurant, chances are you’ll pull out your smart phone and pull up either Yelp Reviews or TripAdvisor reviews. If you’re choosing a dentist, you’ll be pulling up ZocDoc and Yelp. Heck, you probably won’t buy a book on Amazon if its reviews are too low. Before you download an app, you’ll check its reviews (even if it costs just $1). Reviews cover every industry and aren’t specific to “review sites”. Facebook even allows reviews. It’s time that you learn How to Use Reviews in Your Social Media Strategy.
There is no denying it, we live in a review economy. It’s become so prevalent, that Congress even passed a bill to protect consumers from business owners seeking revenge. This means that you as a business need to learn how to work with reviews to use them to your advantage.
Every single star, every single decimal matters on a review. Currently 66% of customers are checking reviews before purchasing something. If you are able to increase your online rating by 2 stars, your business can increase by more than 50%.
How to Use Reviews in Your Social Media Strategy
- Monitor Your Online Reputation
I cannot stress the importance of this. So many business owners are too passionate about their business. They are passionate to the point that a negative review can throw their day into shambles. It’s easy to understand why, but ignoring these reviews and online chatter about your business can be tragic. Use an alerts system to track mentions. Take a few minutes daily to peruse them and take action
You may think that using reviews in your social media strategy is very hard when they are negative. However, negative reviews are your chance to show just how much of a professional you are. There is not one business out there that has not gotten a negative review. Acknowledge the review respectfully and work to bring down the situation by asking to take it offline so you can properly handle. Something like:
“Hi [customer name], Thank you for bringing this to my attention. I would love to speak with you directly so that we can rectify this issue. Can you DM me or email me at [company email address] so I can have a chance to make this up.
Once you are done dealing with that one client, you need to see if this is a recurring issue. If you see a negative trend, then there is an issue you need to attend to. Read through and see if there is a pattern. Are people saying your French Onion Soup sucks? Ask the chef to rework it or take it off the menu. Are people saying your night clerk is rude, have a conversation with him/her. Then go back and let those people know that you are thankful for their feedback and that you’ve taken the time to remedy the situation.
If you see something good, take the time to click over, engage in some way by either liking and commenting on the social media post, leaving a comment thanking the content creator on their blog. Look at the example above from Two Fellons Skate Shop. They have taken the time to thank their customer on Yelp (which tells the Yelp audience that this business cares enough to take the time to say thank you) and went beyond that to show off their review on Instagram. t).
2. Ask Clients To Review You
You know who your good clients are. They come in all the time. You know when someone had an amazing time at your place. Make sure you take the time to ask them to review you.
You can also leave small reminders for them. If you sell something tangible, a physical product, add a thank you card into your packaging that asks clients to leave a review. If you sell a service, send out a Thank you note that asks for a review at the end.
PRO TIP: Yelp reviews by new Yelp users are hidden. Asking customers who don’t have an established Yelp account to leave a review probably won’t help you out. Instead, ask them to review you on other networks such as Facebook where you will get way more visibility for that review.
3. Show off Your Reviews
You’re already using Socialdraft to easily share good reviews to Social Media sites. But you can go beyond this. Feature your positive reviews and web mentions in your store or office, on your website. Make them prominent so that when people come in they can see just how good you are. Hache makes their TripAdvisor Certificate of Excellence prominent on their website and you can bet that they do the same at their physical location.
RELATED ARTICLE: How to promote your Social Media offline
Now that you know how to use Reviews in Your Social Media Strategy, it’s time to get the rest of your social media marketing on track.
How to Manage your Social Media Accounts
Socialdraft is an all-in-one Dashboard that helps you manage multiple Social Media Acccounts. It is the most robust and simple tool for agencies and teams to effectively handle social media. With Socialdraft you can:
Schedule posts to Facebook pages, Twitter, Instagram, LinkedIn Business Pages (and one LinkedIn account) and Pinterest Boards
Schedule posts individually, as recurring posts, or bulk upload them as CSV
Easily re-schedule with a drag & drop action
Schedule GIFs to Facebook and Twitter
Download content calendars as PDF
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Engage on Twitter, Facebook, and Linkedin
Download Facebook and Twitter reports
and tons more…
If you are curious about Socialdraft, take it for a risk-free trial. You’ll get to try out all the features and decide if Socialdraft is right for you.