A staggering 90% of consumers state that they use them to make purchasing decisions, so customer reviews are not something that any business can afford to ignore. If you are a business that operates in Australia, then getting feedback for your company should be foremost on your mind. The digital age allows your potential customers to get information about your business at the click of a button. This can be both a blessing and a curse. Positive feedback can be a tool that you use to build a wall of trust around your brand. However, it’s easy for the good work to unravel. Today, a single negative review has the potential to go viral, thus affecting your business’ reputation. It’s important for you to know what to do when it comes to online reviews. Social media is one of the tools that you can use to maximize the positives of online reviews.
Social Media is where user generated content is headed
We have previously produced an article in which we highlight how Australian businesses can get the most out of user generated content. Truth of the matter is, building your brand’s online reputation is not the task of a single day. Though you can use Search Engine Optimization to take you part of the way there, SEO can be a long-drawn process. One way of easing the burden is by harnessing the power of word-of-mouth to get the word out about your brand. Today, social media has become the digital version of word-of-mouth. Data indicates that Australians are some of the most active people globally on social media. So, if you are looking for user generated content, this is where your brand should be headed. But how do you go about doing it?
1.Get on as many platforms as possible
Online reviews are not all about Yelp and Google. Believing so is one of the mistakes that many businesses in Australia make when it comes to managing their brands’ online reputations. Social media is where most people spend most of the time when online and you need to make sure that you are there to meet them. The best way to do this is to sign up for as many social media platforms as you can. Of these, the following are the most important:
No one can talk about user generated content in Australia while ignoring Facebook. The platform is used by up to 60% of Australians. This translates to 15 million monthly active users in the country. The great thing is that Facebook is one of the easiest platforms on which you can get visibility for your brand.
Get a Facebook Page: Getting online reviews for your business via Facebook begins with a Facebook Page. This comes free of charge, so there is no reason for you not to get one. A Facebook business page allows you to carry out conversations with your customers, while keeping them informed about events, products and other points of interest on your calendar.
Turn on Facebook Recommendations: One of the things that you need to do is ensure that you have enabled recommendations on your Facebook page. Many people disable recommendations due to fears about receiving negative feedback. This is something that you should definitely not do! We mention in this article that negative reviews are a part of life that you can use to positive effect. There is no need for you to go to extremes to avoid them. Facebook recommendations are of particular importance to local businesses. They help them get greater visibility in their areas of operation.
Instagram, which is owned by Facebook, is another popular social media platform among Australians. In 2019, the platform was used by 1 in 3 Australians. This translates to a monthly active user base of more than 9 million. The platform is therefore a must for businesses that wish to build a following around their brands. You can get the most out of Instagram for your business in a number of ways. You can, as an example, share stories, while allowing people to ask you questions. You can also conduct polls on Instagram as a way of finding out what your customers are looking for.
2.Respond to all social media reviews
You are not going to build a loyal following for your brand by ignoring reviews, either positive or negative. For start-ups, responding to reviews tends to be easy. That’s because these businesses are still small enough that they only get a few here and there. However, as your business grows, you may discover that responding to reviews takes more and more of your time. You should, nevertheless, strive to respond to ALL reviews.
A person that bothers reaching out to you clearly has a question that needs to be answered. If you do not respond, you may miss out on a potentially valuable client. Note that people expect QUICK responses when they reach out to you via social media. They probably have pertinent questions about your products and need to be answered quickly. The quicker your response time, the better, in terms of building confidence around your brand. It may be necessary, if you can afford it, to hire someone full-time to manage this aspect of online reviews.
3.Make it easy for people to review your business
This applies both on and off social media. Most people are surprised to find that they have received negative feedback on Yelp or on some other platform in spite of the fact that they have not signed up on the platform. That’s because most of these platforms allow people to review unlisted businesses. And people who bother to do so are usually those who are angry with you about something. It’s important for you to make it easy for people to review your business as a way of countering these negative reviews. We have already talked about getting a Facebook page. On your own website, make sure that people are able to leave a review without having to go through a cumbersome process of signing up. You can use a company such as eKomi to automate and simplify the process of gathering reviews from your clients.
Sign up now to find out how, and book a demo!