A growing list of 5-star reviews indicates that your products or services are of high quality – but what does that really mean and what should you do about it?
The most review-centric sites are Yelp, Google Reviews, Amazon Reviews, Angie’s List, amongst a plethora of others. Many customers have strong opinions and are likely going to visit these sites to express themselves. While some reviewers might embellish or exaggerate their experience, most people will be honest about their feedback. Other users will rely on these reviews to decide whether or not to give you their business.
This article will provide strategies on how to respond to a 5-star review.
Why Are Reviews Important?
How consumers shop and spend is, in some parts, driven by online reviews. A star rating is the easiest way to compress a customer’s experience for immediate understanding.
Did you know that 89% of consumers read a business’ responses to reviews? Thus it is imperative for brands to respond quickly, thoughtfully, and authentically to reviews. No matter what the reviewer says, responding to reviews provides a chance to deepen a brand’s relationship with both existing and future customers alike.
Most online shoppers consult search engines before making a purchase. Review websites thrive on regularly updated user-generated content. Customer reviews help feed the content machine, and for that brands continues to be popular with algorithms. If you can master these platforms, you can control your company’s narrative.
A study conducted by the Spiegel Research Center in conjunction with PowerReviews showed that 95% of consumers read online reviews before deciding whether to purchase a product. Approximately 30% of respondents from a survey conducted by PowerReviews say they read reviews before making each purchase.
How do reviews affect local SEO?
According to Google, relevance, prominence, and distance, all contribute to a business’s ranking. The impact of reviews on rankings is relatively modest in traditional SEO. Local SEO, however, is quite different. Reviews are incredibly influential when ranking locally. As a result, distance plays a vital role in Local SEO.
Reviews play the most significant role in ranking. You should incorporate review management into the SEO strategy of your business. Business cannot influence the origin of a search. However, it can affect search ranking by leveraging reputation information. It is possible to enhance your company’s visibility across broader geography proactively.
Higher rankings tend to show your website as an authority in your field to algorithms and people alike, leading to more exposure on the internet. This makes perfect sense if you look at it from Google’s perspective. Google’s business is dependent on searchers being satisfied with the companies it recommends.
It’s never easy to get your customers to leave a review. To start, you must ensure as many customers as possible leave happy. Those with online profiles might come across as many methods of achieving this as businesses. To encourage those satisfied customers to leave more impactful reviews, provide them with links to your Google listing along with starter questions. This can facilitate reviewing your business while encouraging them to use the keywords you want to target. In addition, it is essential to keep a close eye on your online reviews and respond appropriately.
What Makes a review good?
Proactive branding means promoting your online presence, and in today’s marketplace, that means many ways of being discussed online. A successful social presence hinges on your customers talking about you on multiple channels. A high star rating is not enough to stand out from your competitors. A star rating (no matter how high) is meaningless without written reviews. A review is good when it recommends your business to customers and praises you using a genuine voice. Customers are smart, they can detect when a review is fake (e.g. too much marketing-centric content rather than an honest review).
What’s it mean to “Go Beyond the Stars”?
While star ratings definitely help, an empty review with 5-stars won’t help anyone make a decision. A practical review includes enough detail to provide others with a feel for their experience. Prospective customers are looking for specific information, stars are too generic. A review helps customers gauge whether their tastes align with their own. Credibility requires an honest, detailed, and specific recollection.
Describes the Customer Experience
A good review should describe several aspects of a customer’s experience. Was the customer treated well? If so, did the customer mention that employee in the review? What other facets of the customer experience did the customer mention, such as an easy-to-use website? Not only will this information be useful, but it will give you a sense of what’s working well for your company.
All too often, customer feedback is full of highs and lows. Business tends to focus on the former. Less heralded but equally valuable is the feedback that you get from reviews. An ideal review would include suggestions for improvement. Such constructive criticism is helpful for everyone. Besides giving customers a sense of their “worst-case” scenario, it also helps them plan. To fully grasp how much it will matter to them, they need to know what can go wrong.
Which Platforms/Sites do People Check for Reviews?
Online research is almost always the first step in making any purchase. How do you usually go about searching for answers to questions? You’re going to Google it.
In your opinion, what does the average potential customer do when they’re pondering a new product or trying a new business? Review sites and social media are people’s go-to sources of information about other people’s experiences. They’re going to Google it as well.
The following are some popular and reputable sites for checking reviews!
1. Google Customer Reviews
With Google’s Pigeon algorithm update, local search results improve, using distance and location ranking factors. It’s essential to make sure your business website is properly optimized for search by setting up accounts on local directories, especially Google My Business. Getting reviews, comments, images, and so on can boost your business search results.
How about a bonus? These details and reviews feed into Google Maps, so the app will make your business seem more reputable if you have a lot of content in it.
Benefits of Google
- With over 90% of the search engine market share, Google is the world’s most popular search engine.
- The Google Reviews algorithm affects almost 10% of the search engine’s algorithms. A business that has more positive reviews will rank higher on SERPs.
2. Amazon Customer Reviews
Online retailers like Amazon were the first to allow users to post product reviews in 1995. It continues to be a reliable source for consumers looking for information on purchases. Many people check Amazon reviews before deciding to purchase, even if they can and buy the product elsewhere. What sets your product apart from other similar products? Positive customer reviews and shiny gold stars.
Benefits of Amazon Customer Reviews:
- our review can be accessible by more than 300 million people on Amazon.
- Among Amazon’s features is a product ranking that measures the popularity of your product.
Yelp allows consumers to rate businesses on a five-star scale. A business can set up a free Yelp profile, and users can create a free profile to review a business. As a Yelper, you’re welcome to respond to reviews, but taking a balanced and polite approach to any negative reviews is advised, as Yelpers are an extremely close-knit community.
Benefits of Yelp:
- There are approximately 184 million Yelp users worldwide.
- Yelp is easy to join, and anyone can leave a review – making it an excellent source for customer feedback.
- Increasing your Yelp rating by one star increases 5-9% revenue.
4. Angie’s List
Angie’s List focuses more on American service businesses since users must pay to join the site. Users pay for what they get, though. Reviewers tend to give A-F grades. There isn’t much ranting and raving on free reviews. A company can respond to the reviews posted, but reviews cannot be anonymous, keeping fake or misleading reviews minimum.
The benefit of Angie’s List:
- Angie’s List’s policy is to work with both the customer and the provider to resolve a bad experience.
When it comes to the hospitality, travel, hotel, airline, entertainment, and restaurant industries, TripAdvisor is an excellent resource. It has over 225 million reviews, opinions, and photographs taken by travelers, making it the largest travel site in the world. In addition to low airfares and travel guides, it also has rental listings and advice forums for nearly every corner of the globe. To get people to see your listing on TripAdvisor, you need to make your profile appear as high as possible on the popularity index. In TripAdvisor’s ranking algorithm, the popularity is determined based on three factors: the number of reviews, quality, and recency.
How to Respond to a 5-Star Review?
Are you required to respond even when a customer is satisfied? The answer is an unequivocal ‘yes!’. Taking the time to offer feedback offers a great chance to build relationships with existing customers, and it demonstrates your commitment to listening to potential customers.
It is impossible to expect appreciation if you don’t show your own. Thanking customers who leave good reviews shows that you care about more than just the “squeaky wheel,” but also about the customers who don’t cause you any trouble.
Mention Team Members/Staff
Providing positive reviews to your team boosts employee morale and keeps them motivated to deliver positive experiences daily. A 5-star rating is an indication that your customer has been treated exemplary. In many cases, it can result from an employee going out of their way to be helpful to the customer or ensure their satisfaction. Make sure you reference the employee or team member in your response. It also adds a memorable, personal touch to the interaction, as it shows that you read the reviewer’s comment carefully.
Offer Discount/Promotional Offer
The importance of promotions, discounts, and perks cannot be overstated. A personal strategy can have a long-term impact. Here’s one caveat: don’t just talk about your discounts, features, or services without considering all the specifics from the review. The bulk of your response should instead be devoted to personalized content.
How to Respond to a 1-Star Review?
Reviews and social media comments provide valuable insights into how your business can improve and add authenticity and transparency to your brand reputation. Ultimately, we should allow consumers access to negative feedback, as they specifically seek it. A maximum amount of value can be gained from online reviews, even if they are imperfect or have less than five stars. An effective way to deal with negative reviews is not to censor or delete them. A proactive approach shows your company’s interest in interacting with its customers, leading to new business.
Keeping in mind that you’re running a business here, not every customer will be delighted. In response, acknowledge their poor experience and keep your emotions in check. It can make a huge difference in how a customer perceives you if you show them that you are willing to see things their way.
Additionally, it displays your business ethics to potential customers, giving them a glimpse into what makes your business tick. Acknowledge that a reviewer feels disappointed. Being sympathetic here can help a long way.
Avoid making excuses. Recognize the customer’s experience regardless of the circumstances, if it was an unfortunate episode, an off day, or an uncommon occurrence. At the same time, make your high standards apparent. Don’t give cookie-cutter responses that don’t address or resolve specific issues raised by the review.
Don’t be Antagonistic
Even when someone’s criticism is malicious, you shouldn’t react violently since two wrongs don’t make a right. Thus, you should avoid responding angrily to the feedback, as this could have adverse consequences in the future. It is essential to understand that some people may have valuable critical suggestions, but their style and tone of speaking may impede your ability to understand them. For these reasons, responding to feedback is preferred over confrontation. Therefore, Detach the two items and concentrate on providing valuable suggestions.
How can Xoopah help you?
Xoopah was founded with the vision of making small businesses more visible, accessible, and successful by ensuring that they retain customers for life. Providing streamlined customer interactions, helping small businesses organize their contacts, respond to reviews, and make sure they get paid on time, their mission is to facilitate the intelligent growth of small businesses. With Xoopah, small businesses can enhance their revenue generation with an all-in-one solution. Xoopah will let you book and process online payments in seconds.
A customer’s loyalty depends on the residual value they receive from you. The fact that you take the time out of your busy day to acknowledge your customers’ experience, regardless of whether that value is monetary or not, goes a long way. Whether you are dealing with positive or negative reviews, engagement with your customers will be bound to pay off for your business, ratings, and customer loyalty.