Who do you believe more? A marketer, your best friend, or complete stranger who bought your product or service and offers an honest opinion? Good or bad—what customers say matters.
Today’s guest is Denise Blasevick from The S3 Agency. Denise explains how to generate more positive reviews and how to handle negative reviews (or if you should deal with them at all).
Some of the highlights of the show include:
- 4- vs. 5-Star Reviews: Set expectations to humanize real customers’ opinions
- Consumer Behavior Impact: More and more people read and trust reviews
- No Comparison: Brand sites with positive reviews get others to buy from you
- Negative Reviews: Unrealistic for companies to get none; acceptable for some
- 1-Star Reviews: Determine whether it’s worth trying to mollify bad review
- Legitimate Review: Try to do something about your product/service if you can
- Net Promoter Score (NPS): Contact biggest fans to review and recommend
- Don’t Nag or Beg: Mistakes made when marketers try to get more reviews
- Review Acquisition: Find natural points, cultivate journey, and reward randomly
- Authentic Incentives: Give people guidelines to personalize focus of reviews
- Metrics: Quantify and measure growth of impact with reviews of actual sales
Links:
Quotes from Denise Blasevick:
“Some people aren’t worth mollifying.”
“If they have a legitimate point, try to do something about it in terms of the way you deliver your product or service, if you can.”
“The volume has to be right. The kinds of reviews have to be right, and the stars have to be right.”
“Your sixth sense online is reviews.”