E-reputation has become a major issue for companies, as customer reviews on online review platforms such as Google, Truspilot and Tripadvisor have a significant impact on their image and sales. Having positive reviews can attract new customers and boost the confidence of existing ones, while negative reviews can damage a company’s reputation and lead to a drop in sales. In this article, we’ll give you some practical advice on how to get positive reviews on these platforms and improve your e-reputation.
Why are customer reviews important for a company’s e-reputation ?
Customer reviews are important for companies’e-reputation for several reasons:
The impact of reviews on customers’buying decisions
Online reviews are often considered a reliable source for assessing the quality of a product or service before making a purchase. According to a study by BrightLocal, 91% of consumers consult online reviews before making a purchasing decision.
The importance of reviews for SEO
Online reviews can also have an impact on a website’s natural referencing. Search engines take the quantity and quality of reviews into account when assessing a website’s relevance and quality. As a result, companies with positive reviews can benefit from better positioning in search results.
Customer confidence
Online reviews give customers an insight into other people’s experience with the business. Positive reviews can reinforce customers’trust in the company and encourage them to use its services or buy its products.
In short, customer reviews are a key element of a company’s e-reputation and can have a significant impact on its sales and long-term success.
How to get reviews on Google ?
To get reviews on Google, here are some practical tips:
Create a Google My Business page
If you’re a local business, you can create a Google My Business page to appear on Google Maps and in local search results. This will make it easier for your customers to find your business and leave reviews.
Encouraging customers to leave a review
You can encourage your customers to leave reviews by sending them a follow-up e-mail after their purchase, or by offering to leave a review on your website. You can also display stickers or flyers in your store to encourage them to leave a review.
Reply to reviews
It’s important to respond to all reviews, whether positive or negative. This shows your customers that you take their opinion into account and that you care about their satisfaction. Responses should be professional and courteous.
It is important to note that it’s forbidden to buy reviews or encourage them to leave false or misleading reviews. Google can remove these reviews and this can damage your online reputation. It is therefore essential to respect Google’s customer review rules.
How to get reviews on Truspilot ?
Here are some practical tips for getting reviews on Truspilot:
Register on Truspilot
To start getting reviews on Truspilot, you need to register on the platform as a business. You can then create a company page and invite your customers to leave a review.
Invite customers to leave a review
You can invite your customers to leave a review on Truspilot by sending them a follow-up e-mail after their purchase or by offering to leave a review on your website. You can also include a link to your Truspilot company page on your social networks or in your newsletters.
Reply to reviews
It’s important to respond to all reviews, positive or negative, on Truspilot. This shows your customers that you take their opinion into account and care about their satisfaction. Responses should be professional and courteous.
Use Truspilot tools
Truspilot offers tools to help businesses collect reviews, such as review widgets to embed on your website or email invitation campaigns.
How to get reviews on Tripadvisor ?
To get reviews on Tripadvisor, here are a few practical tips:
Create a Tripadvisor page
If you’re a hotel, restaurant or tourist attraction, you can create a page on Tripadvisor. This will allow your customers to leave reviews and ratings about their experience.
Encouraging customers to leave a review
You can encourage your customers to leave reviews by sending them a follow-up e-mail after their visit, or by offering to leave a review on your website or social networks. You can also display a Tripadvisor sticker in your establishment to encourage them to leave a review.
Reply to reviews
It’s important to respond to all reviews, whether positive or negative. This shows your customers that you take their opinion into account and that you care about their satisfaction. Responses should be professional and courteous.
Using Tripadvisor tools
Tripadvisor offers tools to help establishments collect reviews, such as review widgets to embed on your website or email invitation tools.
How to deal with negative reviews ?
Managing negative reviews can be difficult, but it’s important to do so to maintain a good online reputation. Here are some tips for dealing with negative reviews:
Reply quickly
It’s important to respond quickly to negative reviews. It shows that you’re taking your customers’ feedback on board, and that you’re ready to solve the problem.
Be professional and courteous
In your response, be professional and courteous, even if the opinion is aggressive or unfair. Avoid responding defensively or emotionally.
Resolving the problem
If possible, offer a solution to the customer who left the negative review. This can help regain their trust and show other customers that you’re willing to solve problems.
Follow the platform rules
Follow the rules of the platform where the review was left. Some platforms prohibit asking to delete a review or leaving a review in exchange for a benefit.
Avoid leaving false or misleading reviews
It’s important to avoid leaving false or misleading reviews in response to negative reviews. This can damage your online reputation.
By handling negative reviews professionally and resolving issues reported by customers, you can strengthen your online reputation and improve the customer experience.
