How to Build a Customer Review Strategy


three marketers building a customer review strategy

May 23, 2023

Customer reviews are a vital component of any digital marketing strategy. Positive reviews can increase sales and brand awareness, while negative reviews can harm your reputation. Plus, they're an important SEO ranking factor.
 
The power of customer reviews can't be underestimated, and it’s essential to have a solid strategy in place to leverage them. In this article, we'll discuss how to build a customer review strategy that will help you generate more positive reviews and use them to your advantage.
 
From identifying the right platforms to encouraging customers to leave reviews, we’ll cover everything you need to know to create a successful review strategy.

Key Elements of a Customer Review Strategy

According to a BrightLocal study, 98% of consumers read online reviews when researching local businesses. This means that customer reviews can make or break your business.
 
However, simply having reviews is not enough; you need a plan to collect, manage, and showcase them effectively. Let's start building your customer review strategy!

1. Identify Your Review Platforms

The first step is to identify the platforms where customers are likely to leave reviews. These may include Google My Business, Yelp, TripAdvisor, BBB, and industry-specific review sites.

2. Set Up Your Profiles

Once you've identified the platforms, completely set up your profiles. Make sure your business information is accurate and up-to-date, add photos to showcase your products or services, and keep your brand messaging consistent.

3. Encourage Reviews

Sometimes, customers need a gentle nudge to get them to leave a review. There are different ways you can encourage online reviews:
  • Ask them in person
  • Include a call-to-action on your website
  • Send a follow-up email after a purchase
Make sure to thank customers who leave positive reviews and respond promptly to any negative reviews.

4. Monitor Your Reviews

Check your reviews regularly so you can respond quickly to any negative feedback. Make it easier to keep track of what people are saying about your business online by using Google Alerts, a social mention monitoring tool, or reputation management software.

5. Implement Automation

Automation software can help you streamline the process of collecting feedback from customers, allowing you to spend more time analyzing and responding to it. In addition, automation can enhance your customer onboarding experience and enable you to better target review requests, leading to more positive reviews. 

6. Use Reviews in Your Marketing

Leverage positive reviews in your marketing efforts by sharing them on social media, including them in your email newsletters, and featuring them on your website. This will help build trust with prospects and elevate your brand image.

7. Continuously Improve Your Business

Reviews are a great way to uncover how to make improvements that will boost customer satisfaction. If customers are consistently complaining about a certain aspect of your business, take steps to address it. Not only does this improve your online reviews but also builds customer rapport and loyalty.

8. Pay Attention to Competitor Reviews

Monitoring your competitors' reviews can provide valuable insights into what they're doing well and what areas they may be struggling in. Take advantage of this information to make improvements to your own business and stay ahead of the competition.

Generate More Business with Customer Reviews

Collecting customer reviews is an important part of growing a successful business. Reviews give potential customers an idea of what to expect from brands and services, and can be a powerful driving force for sales.
 
By following these steps, you can create an effective online review strategy that will help attract new customers and improve your online reputation.
 
Customer reviews are too valuable for your business to put off. Get started on your strategy with a free discovery call!

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