TL;DR: Customers now share their experiences online, and those reviews do more than shape your reputation. Google says review count and ratings factor into local rankings, so responding promptly, asking for honest reviews, and staying active on social media supports both your customer relationships and your SEO.
Your customers are already talking about you online. The question is whether you’re part of the conversation.
Customer Relationships
Every rational business owner and employee understands that a company does not exist without its customers. Businesses that do not address concerns swiftly and appropriately will suffer the consequences. While the customers might not always be right, never underestimate the power of their feedback. Neglecting your customer relationships can have far-reaching repercussions for your business, while positive experiences are priceless.
Strong relationships with customers are key to building a successful business and sustaining growth over time. This relationship, however, needs to cross over from the physical to the digital world to remain effective. Shoppers do not typically share their experiences with your company in person. Many present their concerns and feedback online, on social media and review sites. A savvy entrepreneur monitors these platforms and responds quickly and kindly to any concerns or complaints. A thoughtful reply also shows every other reader, not just the person who complained, how your business treats people. Engaging people and building trust will take your brand to the next level. Besides, no one wants to go viral for the wrong reason.
Reviews
Customer complaints online will obviously damage a business’s reputation. They can also affect your local search visibility. Local results are based primarily on relevance, distance, and prominence, and review count and score factor into prominence. In other words, more reviews and positive ratings can help your business rank better in local results. Keywords alone can’t carry your local presence if customers consistently report a poor experience.
Simple Ways to Stay Engaged
- Respond to reviews, positive and negative, within a day or two. Thank people by name, and for complaints, acknowledge the issue and offer a way to resolve it.
- Ask happy customers for reviews after a good experience, and keep the request honest. Never write reviews yourself or pay for them. Google can remove reviews it considers fake and may restrict the profiles involved.
- Keep your online listing complete and current, with accurate hours, contact details, and photos.
- Stay active on social media, where many customers go to ask questions or share feedback.
Frequently Asked Questions
Do online reviews affect SEO?
For local search, yes. Google says review count and review score factor into local ranking.
How quickly should I respond to a review?
There’s no official deadline, but responding within a day or two is a reasonable goal. A timely reply shows customers you’re paying attention.
Can I delete a negative review?
Generally, no. You can report reviews that violate Google’s policies, but a review usually can’t be removed simply because it’s negative. A professional, helpful reply is your best response.
How do I ask customers for reviews without being pushy?
Ask soon after a positive interaction, keep the wording friendly, and make it easy by sharing a direct review link. Google’s help page explains how to create one.
Key Takeaways
- Your customer relationships now extend to social media and review sites.
- Google says review count and score factor into local search ranking.
- Respond to reviews promptly, kindly, and honestly.
- Ask for reviews honestly, and never write or buy them.
Turn Customer Engagement Into a Strength
If you are not monitoring your customer reviews, now is the time to begin. If you feel overwhelmed and need some help, myheartcreative is here for you. Our team is skilled in SEO and social media, and we can help you build a plan for gathering and responding to reviews as part of your local search engine marketing and digital marketing strategy. Let us help you improve your reviews along with your SEO ranking.
Contact us to build a plan that fits your business, and see how myheartcreative can support your growth.
June 2018
June 2018Reviews can boost the bottom line of your business.
If you are not focusing on reviews, now is the time to do so. Start Your SEO Campaign
