Whatever your business is, whether your brand is small or massive, online and Facebook reviews are crucial so it can affect your brand’s reputation. It is because these serve as the reference point for buyers around the world and many people trust them when making their purchasing decisions. In fact, most people check out the reviews of a brand first before they start their transaction.
Positive reviews are advantageous for businesses because they help improve the brand’s reputation, enhance search engine ranking, boost profitability, and increase sales. Negative reviews, on the other hand, have several detrimental effects on businesses. This is the reason why most brands do their best to delete bad Facebook reviews or get rid of other online reviews.
How Online Facebook Reviews Affect Your Reputation?
Ways Online and Facebook Reviews Can Affect Your Brand’s Reputation
More often than not, customers are more likely to write about bad experiences online (real or fake?). It is the simplest way to let poor customer service be known to future customers. If your business is unaware of or ignores the power of reviews, you have to take a serious look at them.
Below are some of the ways on how Facebook and online reviews can affect your brand:
Undermine Business Reputation
Reviews, particularly the negative ones, have the power to damage your brand’s reputation. They can make your potential customers trust your products or services less. A lot of people don’t purchase from stores with questionable credibility and a bad reputation. As a matter of fact, most consumers question the company’s quality with negative reviews. Having many negative reviews can be difficult to fix, which is why most brands struggle to regain the trust of their consumers.
Loss of Revenue
Bad reviews on Yelp, Google, and Facebook have a huge impact on revenue. In a report, businesses with 1 or 1.5-star rating gain 33 percent less revenue. Most consumers also avoid companies with bad reviews.
Low Search Engine Ranking
Reviews may also affect your company’s search engine ranking. Negative reviews can make your brand rank poorly because search engines would recommend the brands with better reviews.
Drive Customers Away
If you want to gain more customers, you must be aware of the reviews of your business. It is because negative reviews may drive away your potential customers or you might lose your current customers.
Why Pay Importance to Your Online Reviews?
As mentioned above, online reviews are one of the important ways to drive more potential customers to your site. If you want to make your business grow in no time, you must never take online reviews for granted because they can play an important role in helping you achieve success.
Apart from that, online reviews can also help your search engines determine if your service or product has great value. This is why you have to give more effort into responding to reviews.
There are many reasons why online reviews are important and these include the following:
Boost Your Social and Credibility Proof
Almost everyone is more likely to make buying decisions after knowing what others say. Oftentimes, you ask for family and friends for recommendations. This is why reviews can have an impact on your credibility.
Generate More User-Generated Content
Since search engines love regular new content, reviews are a simple way to get new descriptive content about your service or product. Because it is user-generated, it is likely to be relevant to the search inquiries of your other customers.
Allow You to Understand Your Customers Better and Boost Your Customer Service
Analyzing the reviews left by your customers helps you keep your feet on the ground when it comes to overall customer satisfaction. It is because they can give your business feedback about what your customers want. Through using this information, you’ll be able to boost your customer service efficiently and quickly resolve concerns that consumers face. With this, it creates a positive experience for consumers, enabling you to focus more on their needs.
Create Customer Loyalty and Allow Consumers to Have a Voice
Customers that spend time leaving online reviews for your business are more likely to feel loyalty to you and will surely keep coming back. With the act of leaving reviews and establishing relationships with your business, it enables consumers to feel like they have a voice and able to give feedback in a meaningful and positive way.
Drive Brand Reputation With Facebook Reviews
Gaining credibility and trust online is much easier said than done. The online world is a competitive marketplace and it can be challenging to make your brand stand out among the rest. However, with more people focusing on review sites and social recommendations, more brands are using their online reviews as their first defense to protect their reputation in the market.
Reviews Produce More Reviews
When businesses already receive reviews online, it will encourage other visitors to create their own feedback. Just the appearance of some reviews seems to be enough to provide new customers the confidence and incentive to submit their own feedback on a certain service or product.
Consumers Do Marketing for You With Facebook Reviews To Affect Your Brand
Positive online reviews for your brand are worth a good deal and may provide your business benefits that simple marketing campaigns cannot. They’re like micro-marketing campaigns, which keep working long after online reviews have been posted, providing a constant positive image to potential customers and making continual brand awareness, which benefits the brand for both the long and short term.
Why Facebook Reviews Are Crucial to Your Brand’s Reputation?
If you are a business owner, you might not think of Facebook as the focal point for online reviews, but what you should know is that this platform is becoming prevalent among users looking for customer experiences. Well, it makes sense because it has billions of account users, spanning different demographics and ages.
If you will not build your presence on Facebook, you’re missing out on some things that can boost your revenues and exposure. There are many reasons why Facebook reviews can make a difference to your brand’s reputation:
Most of Your Audience is a Facebook User
Almost everyone is connected to Facebook. As a business owner, it’s a perfect place to engage with your existing and potential customers. With the reviews of your customers who are active on Facebook, your brand will surely get the exposure or visibility you need to widen your reach locally or globally.
Facebook Doesn’t Only Revolve Around Socializing
Facebook users aren’t just using the platform to socialize. For business owners, the platform serves as a place for their customers to share recommendations and reviews. Aside from Google and Yelp, Facebook is one of the top websites that customers use for reviewing businesses.
Allows You to Prioritize Your Customers More
Facebook reviews are less useful if you’re not making your customer experience a priority. So, make sure to treat your customers with respect. With this, your customers will be more likely to return the favor by recommending you to others.
How to Manage Your Online and Facebook Reviews Properly?
While positive Facebook and online reviews can do good with your brand’s reputation, you can gain more if you know how to manage the reviews of your customers properly.
Oftentimes, most business owners take reviews for granted and think that these won’t affect them. But, what they don’t know is that reviews have a huge impact not just on their reputation in the market, but also to their sales.
If you have a website for your brand, most of your reviews will appear on your homepage. However, with the different review websites in the online world, you might not be able to control all of the reviews directly. If you have an account on Facebook, you can easily see it on your page. But, there are cases where some people post negative reviews on their own pages.
No matter what the case is, it is essential to respond to every review. Whether your customers left a positive or negative review, responding can make a difference.
Responding to reviews, particularly the negative ones, can help build consumer trust in your brand. In fact, most unhappy customers will return to any business if issues are resolved efficiently and quickly.
Below are the other things you can do to manage your online and Facebook reviews:
Create a Response Strategy
Most customers expect your response within a few days of publishing reviews. Once you ignore reviews, it can impact your business. This is especially true with negative reviews because you might miss the chance to retain customers. Moreover, you might cause potential customers to not give you a chance because of the negative reviews that you have.
The first thing you should do to handle such online reviews is to create your own response strategy. Your strategy must focus on the internal response guidelines. It will give your team a framework of what they could and couldn’t say for any potential negative or positive review. In addition to that, it can help you stay consistent with your responses.
The next thing you must do is to put together your escalation plan. It must define when to escalate a problem, how to respond, and who to include. With a clear escalation plan, you will be able to decrease the time your team needs to respond to particular concerns through taking the guesswork out of your situation.
The key to responding to reviews is to stay consistent. Never just respond to the negative reviews and provide your positive reviewers some love as well. Also, do not forget to thank all the reviewers.
When it comes to reviews, try not to think of the negative reviews as something bad. Instead, consider them as opportunities. Take some time to find a resolution and turn negative experiences into positive ones. By making the wrong things right and showing that you really care, you will not only retain your current customers but also you will be able to gain more customers in the long run.
Keep It Professional
Do not argue with customers who left negative reviews. Most of them can get very defensive once they do not get the perfect review and they may come off hostile in their response. If possible, determine a solution to the problem and provide remedies instead of explanations.
Showing empathy for the complaints of reviewers won’t just help defuse the situation. It can also create a chance to turn them to loyal customers who are willing to share positive customer service.
Remember that every business gets negative reviews. Whether they affect the decisions of the buyers is based on how you will respond. So, make sure to keep it professional and try to take it offline. Sometimes, it isn’t best to engage online, especially if the aim of the customer is to ruin your business.
Make it a habit to track your Facebook business reviews to affect your reputation. Set up reminders daily to check for new reviews on the platforms including Yelp, social media outlets, and Google Reviews. Since reviews are considered as one of the things that come up in Google search, it is essential to dedicate somebody to manage and track them. Having the ongoing insight into reviews, whether negative or positive, can help you resolve them.
You may also take advantage of the different review management software available in the market, which consolidates reviews in every location and platform in a single dashboard. Tracking reviews from your competitors may also make your brand better. With this, you will know what your customers say about you while being able to gain invaluable competitive insights.
Conclusion On Facebook Reviews And Your Brand
With today’s modern world, online and Facebook reviews can either drive more customers to your own business or to your countless competitors instead. Remember that reviews are the avenue for customers to convey their experience with your brand. And once customers leave negative reviews, it can damage your brand’s reputation. Therefore, it is important for businesses to monitor online reviews to ensure that their brands are well-represented.
If you want to maintain your positive reputation in the market, make sure to keep track of your online and Facebook reviews to affect your brand in a good format, always.