TURNING NEGATIVE ONLINE REVIEWS INTO POSITIVE INTERACTIONS - PowerPoint PPT Presentation

Sep 01, 2022 •328 likes •501 views

TURNING NEGATIVE ONLINE REVIEWS INTO POSITIVE INTERACTIONS PRESENTED BY NIGEL PRESTON CHATTERBOX MARKETING 2018 WWW.CHATTERBOXMARKETING.COM.AU WHY ONLINE REVIEWS ARE SO IMPORTANT 53% of consumers expect a response to an online review

TURNING NEGATIVE ONLINE REVIEWS INTO POSITIVE INTERACTIONS PRESENTED BY NIGEL PRESTON CHATTERBOX MARKETING 2018 WWW.CHATTERBOXMARKETING.COM.AU
WHY ONLINE REVIEWS ARE SO IMPORTANT • 53% of consumers expect a response to an online review • 90% of consumers are infmuenced by online reviews • 78% of consumers think business cares if they respond to online reviews • 9% revenue increase for an additional star rating
ONLINE REVIEW WATCH LIST PLATFORMS
FACEBOOK RECOMMENDATIONS Advantages of Facebook Recommendations: 1. The viral nature of Facebook 2. Easy to share positive reviews 3. The popularity of Facebook
GOOGLE REVIEWS Setting Up a Google My Business Listing 1. Go to www.google.com/business/ 2. Search your business name and, if possible, claim any existing listings 3. Follow the prompts, including verifying your listing with a ‘Postcard’ 4. Respond to reviews once your listing has been verifjed.
TRIPADVISOR REVIEWS Advantages of TripAdvisor Reviews: 1. Its popularity as a research tool 2. Ranking lists ofgers big advantages to those on top 3. Reviews and ranking lists rank well on Google
RESPONDING TO ONLINE REVIEWS Rules of Thumb: • Timeliness – Maximum of 24 – 48 hours • Length – 2 or 3 sentences • Authenticity – Be true to your brands personality • Politeness – Be on your best behaviour
RESPONDING TO POSITIVE REVIEWS 1. Thank the person for the review 2. Include a marketing message 3. Invite the customer to act 4. Include your business name
RESPONDING TO NEGATIVE REVIEWS 1. Acknowledge & apologise 2. Explain yourself 3. Outline steps for improvement 4. Ask them to return 5. Provide an offmine alternative for further correspondence 6. Sign-ofg with your name 7. Do not include your business name
ARE THESE RESPONSES GOOD OR BAD?
ARE THESE RESPONSES GOOD OR BAD?
ARE THESE RESPONSES GOOD OR BAD?
ARE THESE RESPONSES GOOD OR BAD?
GROUP EXERCISE 1. Exchange stories with the person next to you about a recent negative experience you’ve had with a product or service (take notes). 2. On the paper supplied, write a response to their experience using the provided guidelines. 3. Read your response to your neighbour and seek feedback.
GET MORE ONLINE REVIEWS Ways to ask for an online review: • Email • In-store Displays • Social Media • In-person • WiFi Login Screen
TURNING NEGATIVE ONLINE REVIEWS INTO POSITIVE INTERACTIONS PRESENTED BY NIGEL PRESTON CHATTERBOX MARKETING 2018 WWW.CHATTERBOXMARKETING.COM.AU

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