Five reasons why reviews are essential to your business
FG_AUTHORS: Becky Ashton
Reviews give you the chance to really grow your brand and create a loyal online following, but it’s essential to remember that putting one foot wrong can ruin all your good work.
Giving clients the chance to review their experience and encouraging it gives them a voice and shows that you value their opinion, which will help grow consumer loyalty.
Understandably if people take the time to review their experience they are more likely to come back especially if you thank them for their review and respond to their comments, so they feel valued.
Review sites can become like mini-social communities as people go on to review, check comments on their review and respond further – this helps increase brand awareness and further reaffirm opinions on your salon.
While it’s essential to engage/respond to all reviews, whether good or bad, it’s also important not to panic over negative reviews. They will always happen because “you can never please all of the people all of the time” but the most important thing is how you respond to negative feedback.
Firstly, make sure you respond in a timely and professional manner because getting a bad review can be an excellent way for you to show your brand’s true colours and turn that negative into a positive.
Recent research showed that when retailers responded to negative reviews on social media and online rating sites, a third of customers either deleted their original negative review or replaced it with a positive review. While nearly a fifth went on to become loyal customers.
Every star a business gets results in a 5-9% increase in revenue, while consumers are likely to spend three times more with businesses with excellent reviews