Online customer reviews can make or break a business. According to a survey conducted by BrightLocal, 84 percent of people trust online reviews as much as a personal recommendation. The survey also found that 74 percent of consumers say that positive reviews make them trust a local business more.
With this in mind, here’s all you need to know when it comes to encouraging positive customer reviews.
Step one: Create spaces for customers to leave positive reviews.
This may be seem like a no-brainer, but you’d be surprised by how many businesses don’t have a Google+, Facebook or Yelp! page set up for their business. For Google+, it’s especially important to verify your business, as this allows it to also be listed on Google Search and Google Maps. To verify your Google+ business, follow the directions here. Claiming your business on Yelp! is also important. To do so, follow the directions here.
By having verified your gym on these platforms, customers will feel more comfortable knowing they’re looking into a real business when they look for information.
Step two: Ask.
According to the BrightLocal survey, 7 out of 10 consumers will leave a review for a business if they’re asked to. With this in mind, don’t be afraid to ask your most loyal customers to leave a positive review on your social pages.
This can come naturally when members are already raving about your business. For example, if a member approaches a Group X instructor after class to say how much they enjoyed it, have the instructor use that opportunity to ask right then and there if the member would mind sharing her kind words on the gym’s Yelp! page. More often than not, the member will say yes.
You can also send out an e-newsletter asking members to provide reviews (be sure to include direct links to your Google+, Facebook and Yelp! pages), in addition to asking for reviews on social media.
Step three: Have a business worth raving about.
It almost goes without being said that in order to encourage positive customer reviews, you have to have a business customers view positively.
Therefore, before you start asking for reviews, take some time to ensure you’re offering a positive customer experience. Ask members what you do well, in addition to what you could improve upon, and then execute on the feedback you’re provided.
Follow these steps and you’ll be well on your way to boasting dozens of positive customer reviews on Facebook, Google+ and more.
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Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.
