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Beyond Five Stars: The Smart Way to Use Reviews to Boost Your Business
Manage episode 475971185 series 3613172
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Kenny Chapman and Chris Crew talk about all things business reviews. They share compelling statistics about the role reviews play in the purchasing process, how to handle negative reviews, and how your online presence can either multiply or diminish the effectiveness of your marketing dollars.
You’ll hear the 4-step process Chris uses to approach online reviews, how you can get more quality reviews, and how Chris used a 3-star review as a marketing asset.
- Kenny Chapman kicks things off by discussing that everything is sales.
- Kenny introduces the main topic of this episode, reviews, by emphasizing their importance.
- Chris Crew talks about how the customer experience and referral customer dynamic worked before the World Wide Web became the go-to resource for everybody.
- When it comes to online reviews, it’s important to remember that different searchers have different criteria around reviews.
- Chris shares his four-step approach to looking at the online reviews a business has received.
- According to Chris your reputation as a business hinges upon how you handle things when they don’t go great – and not upon what you do when things go great…
- Kenny talks about how reviews are approached at the Blue Collar Success Group, and the role Amazon has played when it comes to reviews and their role within the buying process.
- 93% of consumers say online reviews impact their purchasing decision.
- Kenny finds it mind-blowing to have almost 80% of people trust an online review as much as they do recommendations from friends and family.
- The fact that approximately 54% of consumers would only consider using a business with a minimum four-star rating means that half the population expects you to not be perfect.
- 87% of consumers prefer businesses with three-to-five-star ratings before considering them.
- Chris touches upon a couple of scenarios in which you may have received negative online reviews – and how to deal with them.
- 70% of customers say they’re more likely to leave a review when an account is responsive to reviews.
- Chris sees an online review as a confirmation that says, “you did a good job!”
- At Blue Collar, it’s important for different team members to know how to effectively get online reviews – Chris role plays how to get a review as a technician.
- Kenny points out that, for him, whenever a customer makes a purchase, they buy the company and the technician, then they buy the product or service.
- Kenny explains how home service businesses can get more quality online reviews and how they can get their team members to buy in.
- Spoiler alert: privacy and secrets are long gone!
- For Chris, your online presence is either a multiplier or a divider of your marketing dollars.
- Kenny and Chris talk about how to leverage positive online reviews as marketing materials.
- Chris shares how he leveraged a three start review as a marketing asset.
- The key takeaway: It’s not just about collecting five-star reviews—there’s hidden magic in all reviews if you leverage them properly in your business.
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