Measuring Success for Online Reviews
“I got a 300+% Review Volume Increase!” -- Don’t fall for these claims.
Many players in Online Reputation Management measure their success against the customer’s original numbers.
If you started out with 3 reviews, a 300% review volume increase is not a good result.
How should you track your metrics?
- Start with the number of customers approached for a review.
- Next, the number of customers who gave a review.
- Look up the overall number of social media shares on Facebook or Twitter. There are often family, friends and acquaintances of the customer based in your area.
- The number of times those shares were then re-shared. This extends the reach beyond the customer’s own circle of contacts, once again to a mainly local audience.
- Check the post comments and clicks to your website.
- Identify the number of timelines reached.
The Pixxnow approach captures reviews at the perfect moment, when the euphoric customer is feeling generous.
This approach typically generates a 50% review capture rate. On average, this reaches an audience of 2,000 local users per review.
How to ask for a review and sound natural
Every business needs to embrace online recommendations. In a showroom, salespeople especially want to sound unscripted and natural.
Here are the top tips:
Suggest the wording:
During the sale, you listened to the customer’s needs and built trust. You already know why they chose to purchase with you.
“We ask all our customers for a review. You could write something like this…”
Make a personal request:
“Can I ask a quick favour,” opens the conversation. Let the customer know that a good review is valuable for your job and that you would really appreciate it.
Let the customer reciprocate:
The customer might ask you to change the tyres or fix a dent as part of the sale. Give a quick recap of all the things you took care of immediately before a review request. It sets the scene for a successful outcome.
Use a photo:
An image authenticates the review and clearly shows a happy customer. This means the review needs very few words.
Show the customer some existing reviews:
Branded banners keep the review looking professional and natural. Add a carousel of recent reviews on your website to show customers they are used appropriately.
Get the timing right:
Every teenager instinctively knows the best time to ask for permission or pocket money. Your customer will be at their most generous when they get their new car keys. The Pixxnow system captures the moment at the perfect time. A 50% conversion rate on positive reviews is achievable.
Let the customer know how long it will take:
You can snap the photo, tap in customer details and capture their review in 60 seconds with Pixxnow. Contact us to learn more.
5 Tips for managing a bad review
- Don’t try to remove it: This may lead to further negative comments.
- Respond publicly: Show empathy for the customer’s frustration.
- Don’t defend: Avoid getting into a public debate. This just adds fuel.
- Explore solutions: Offer to resolve the issue offline for the customer.
- Be Proactive: If you have plenty of positive reviews to dilute the negative one, it has far less impact.
