Many factors are taken into account in a consumer’s buying process. One of the steps is the customer’s evaluation or search for information. Many people do their research on the internet, as it is efficient and quick. It is also easier to make comparisons between different brands and determine which ones are the best known to other consumers.
The online reputation of a company is a factor that influences the behaviour of potential buyers. Reviews left by consumers on Facebook and Google are good indicators of the customer experience offered, not to mention the quality of the company’s product or service. This is another method of word of mouth that gives the consumer the opportunity to identify the views of another person they can trust. Consumer reviews are mostly reliable and unfiltered.
Improving online reputation
Customer reviews play a key role in the online reputation of a company and influence the final decision of the potential customer. In principle, if everyone says good things about a company and what it offers, potential customers are more likely to choose it. They no longer need to know about the product or service, they already have a good opinion thanks to the reviews left by satisfied customers. This is a quick and easy way for the consumer to validate their decision in the buying process.
On Facebook you have the possibility to write and read recommendations on company pages. Reviews on Facebook are more considered, as 1/3 of people use the platform to consult them. Now this social network favours recommendations instead of star ratings. The consumer can then leave a testimonial explaining their decision. The user can use predefined tags and can include photos.
How to post reviews on Facebook?
Google is one of the most visited sites for online Google reviews, with more than 50% of consumers looking at online reviews before visiting a business’ website. Recommendations and reviews can be found on the Google My Business listing or on Google Maps. Google uses the star rating system and also allows you to leave photos and comments. To publish reviews on Google you need to follow a few steps:
- Click on reviews or recommendations on the left of the page. You will be able to see the reviews and comments already on the page.
- Click Yes or No to recommend the company.
- Then enter your review or comment in the box that will open. It is possible to choose predefined tags to specify your recommendation.
- Click on publish.
To post on Google, it is best to log in to your Google account. For example, to give a review on Five Reviews, you must :
- Enter the name of the business in the Google search bar. You will see the Google My Business listing to the right of the search results. You can also see reviews left by other customers of the business.
- Click on the “give your opinion” button,
- Choose the number of stars you want to give the company. You can add photos if you wish.
- Click on publish.
The procedure for giving feedback on Google Maps is as follows:
- Type the name of the business or location in the Google Maps search bar.
- Click on the location that appears in the results,
- Scroll down the page to go to the notices section,
- Click on write a review,
- Choose the number of stars you want to give to the business or location. Note that it is possible to add a comment or photos.
- Click on publish.
If you are a business owner, don’t forget to respond to the reviews you receive on your Google My Businesses page. Not all reviews will be good for you. It’s a good idea to identify customer dissatisfaction and see what you can do about it. Show empathy and respect for your customers by responding to negative reviews in a tactful and thoughtful way. By being honest and transparent with your dissatisfied customers, you show them your openness and your desire to be close to them in all circumstances.
Ultimately, your customers’ reviews on Facebook and Google are important. It is through them that your credibility is supported, and your online reputation is cultivated. You also get good feedback on customer satisfaction and this makes you able to influence the behaviour of your new consumers.