TURNING NEGATIVE ONLINE REVIEWS INTO POSITIVE INTERACTIONS - - PowerPoint PPT Presentation

TURNING NEGATIVE ONLINE REVIEWS INTO POSITIVE INTERACTIONS

PRESENTED BY NIGEL PRESTON CHATTERBOX MARKETING 2018 WWW.CHATTERBOXMARKETING.COM.AU

WHY ONLINE REVIEWS ARE SO IMPORTANT

• 53% of consumers expect a response to an online

review

• 90% of consumers are infmuenced by online

reviews

• 78% of consumers think business cares if they

respond to online reviews

• 9% revenue increase for an additional star rating

ONLINE REVIEW PLATFORMS WATCH LIST

FACEBOOK RECOMMENDATIONS

Advantages of Facebook Recommendations:

• 1. The viral nature of Facebook
• 2. Easy to share positive reviews
• 3. The popularity of Facebook

GOOGLE REVIEWS

Setting Up a Google My Business Listing

• 1. Go to www.google.com/business/
• 2. Search your business name and, if

possible, claim any existing listings

• 3. Follow the prompts, including verifying

your listing with a ‘Postcard’

• 4. Respond to reviews once your listing

has been verifjed.

TRIPADVISOR REVIEWS

Advantages of TripAdvisor Reviews:

• 1. Its popularity as a research tool
• 2. Ranking lists ofgers big advantages

to those on top

• 3. Reviews and ranking lists rank well
• n Google

RESPONDING TO ONLINE REVIEWS

Rules of Thumb:

• Timeliness – Maximum of 24 – 48 hours
• Length – 2 or 3 sentences
• Authenticity – Be true to your brands personality
• Politeness – Be on your best behaviour

RESPONDING TO POSITIVE REVIEWS

• 1. Thank the person for the review
• 2. Include a marketing message
• 3. Invite the customer to act
• 4. Include your business name

RESPONDING TO NEGATIVE REVIEWS

• 1. Acknowledge & apologise
• 2. Explain yourself
• 3. Outline steps for improvement
• 4. Ask them to return
• 5. Provide an offmine alternative for further correspondence
• 6. Sign-ofg with your name
• 7. Do not include your business name

ARE THESE RESPONSES GOOD OR BAD?

ARE THESE RESPONSES GOOD OR BAD?

ARE THESE RESPONSES GOOD OR BAD?

ARE THESE RESPONSES GOOD OR BAD?

GROUP EXERCISE

1. Exchange stories with the person next to you about a recent negative experience you’ve had with a product or service (take notes). 2. On the paper supplied, write a response to their experience using the provided guidelines. 3. Read your response to your neighbour and seek feedback.

GET MORE ONLINE REVIEWS

Ways to ask for an online review:

• Email
• In-store Displays
• Social Media
• In-person
• WiFi Login Screen

TURNING NEGATIVE ONLINE REVIEWS INTO POSITIVE INTERACTIONS

PRESENTED BY NIGEL PRESTON CHATTERBOX MARKETING 2018 WWW.CHATTERBOXMARKETING.COM.AU