If you would like more information about how to handle negative online customer reviews or how to build a strong, positive online reputation, contact us today! http://spancept.com/ consult@spancept.com

1. How Online Customer
Reviews Can Impact Your
Local Business
By: Chow Mah
Phone: 587.331.9288
consult@spancept.com
www.buyfamous.com
LOGO

2. Why Customer Reviews Are So Important
 People go online first to search
for local products and services
 Consumers post negative and
positive feedback about
businesses online
 Other consumers rely on this
feedback from other
customers to help them make
purchasing decisions

3. Why Customer Reviews Are So Important
 An ample amount of reviews
will help you get new
customers
 No reviews – or mostly
“negative” reviews will hurt
your ability to get new
customers
 Reviews can help your
business flourish or become
critically challenged

4. Let’s Take a Look at Some Numbers
72% of Consumers Trust Reviews
WHY Your
Online
52% are More Likely to Use a
Local Business with Positive Reputation and
Reviews Customer
Reviews
27% of Consumers Regularly
Use Online Reviews to Make
MATTER
Decisions about Businesses
SPANCEPT

5. Encourage Your Customers to Leave Reviews
 The more online reviews your
business has, the better
 Avoid “fake” reviews at all
costs
 Simply “ask” your satisfied
customers to leave online
reviews for your company

6. ASK Your Customers for Reviews
 Ask customers who come into
your establishment to go
online to leave a review
 Setup an “onsite” review
station at your checkout
counter or front desk
 Ask for reviews on the back of
receipts, pamphlets, menus,
etc.

7. ASK Your Customers for Reviews
 Ask for reviews in your email
autoresponder messages that
go out to your customer list
 Ask for reviews in your direct
mail materials
 Ask for reviews on your social
media profiles…
Just don’t be afraid to ASK!

8. Make it EASY for Your Customers
 Provide links to your review
site profiles on your website
 Give your customers tips
about leaving online reviews
 Provide great products and
top-notch service to make
your customers WANT to leave
a great review for your
company

9. Ask Them to Leave Reviews on Multiple Sites
 Ask customers to leave
reviews on multiple sites – not
just one
 Review Sites:
 Google+ Local
 Yahoo Local
 Yelp
 Superpages
 Citysearch
 And more!

10. How Negative Reviews Can HURT
 There will be “some” negative
reviews, which is good as long
as they’re not overpowering
 Don’t ignore negative reviews;
otherwise, you could come off
as “uncaring”
 Don’t argue with negative
reviewers as it could enhance
the negative impact

11. How to Respond to Negative Reviews
 Do not panic or over-react to
negative reviews; it’s bound to
happen
 Assess the situations carefully
and resolve any issues with
unhappy customers
 Do not “argue” with your
unhappy customers
 Post your responses publicly
so your customers and
potential customers see that
you actually care

12. How to Build and Maintain a Positive Image
 Register your business on as
many review sites as possible
 Monitor all of your review site
profiles
 Respond to all reviews, which
allows you to engage with your
customers as well as show
that you care
 Google your business name to
see what type of comments
come up in the results

13. How to Build and Maintain a Positive Image
 Create a blog and other
content related to your
business consistently to
create more “positive”
content that will rank high in
the search engines
 Be consistent and post often
for best results
 This will help push down any
negative reviews and
comments

14. www.spancept.com
If you would like more information about how
to handle negative online customer reviews or
how to build a strong, positive online
reputation, contact me today!
Chow Mah
LOGO
587.331.9288
www.buyfamous.com
consult@spancept.com