The pandemic travel restrictions have forced us to reduce our travelling and instead increase our time at home. Therefore, when we do have to leave the house, we’re looking for nearby destinations for services and supplies. So you want to make sure your business is using local SEO strategies to optimize your website for “near me” searches. You want customers in your location to be able to easily find you online so they turn to you first. At a time when we’re all looking for more convenience, this gives your business a chance to provide assistance during a critical time for families.
Another way to boost your local SEO during this time is to not forget about the importance of adding positive reviews. During the coronavirus, online reputation management is as important as ever because this is a great time to really connect with your target audience during a chaotic time. To provide the right service or product for people during a stressful time like this — when they need it most during this COVID-19 pandemic — is likely to be rewarded with a glowing review.
Here are the Top4 reasons why COVID-19 has made online reviews more important than ever:
1. Consumers are more likely to be reading more online reviews
Did you know that 89% of global consumers usually check online reviews as part of their online buying journey, and 49% of global consumers consider positive reviews one of their top 3 purchase influences?
In times like this, shoppers are likely to be reading more online reviews than usual before engaging with any businesses. By continuing to manage your company’s reputation with online reviews, you’re ensuring that your existing customers are all satisfied with the level of service you’re currently delivering, and happy to refer you to potential customers.
Additionally, you have to remember that when customers buy something online, they have to overcome the anxiety of not being able to handle a product in person. Reviews help bridge this gap by providing potential customers with social proof, or a sense of security resulting from the product (and the company that sells it) being vetted by other people like them.
2. Consumers want to engage with businesses who care about the customers
Unfortunately, it’s not possible to satisfy everyone. One way or another, you’re bound to receive some negative reviews from customers. However, especially because we’re at such a difficult time right now, respond to them and show that you care, instead of trying to delete the bad reviews.
Be calm, sincere and transparent in your messaging, striving to communicate the following:
- Care “We care deeply about what happened.”
- Concern “We’re concerned about the safety and wellbeing of our guests and employees.”
- Commitment “As part of our commitment to safety and security, we’ve taken the following measures…”
That way, the customer who had a negative experience will feel acknowledged; they might even come to appreciate your efforts to address their concerns. Additionally, the other potential customers who read the review will also see that your business does care and listen to your customers’ concerns.
3. Maintain a good relationship with past customers
This is a great time to ask past and current customers if they have a moment to post reviews about their experience with your company. All the more so if you haven’t been in contact with them for a long time.
First, begin by letting your customers know that your company understands the dire social circumstances at play and cares about more than simply reaping profit during this difficult time. Empathize with those affected by Covid-19, and spell out the steps you are taking to help customers, employees, and other stakeholders.
Then, elaborate how, despite the upheaval in how you operate, you will continue to provide the things they have come to know and love — the defining reasons they patronize your business instead of others. After that, ask them if they would take a moment of their time to leave a review for your business. However, if they are not willing, it’s better not to push it.
Lastly, ensure your customers that you are available for them anytime they need your assistance. This way, you’ll gradually build a long-lasting relationship with your customers.
4. Reviews help you improve
Reviews aren’t just valuable to other customers. They’re also packed with useful insights for you as the business owner. For example, if reviews consistently speak to a certain shortcoming of your product or service, this can provide your team with insights into how the product could be improved. Alternatively, if customers are always gushing about a certain product feature, that’s a sign you may want to include this feature in future products.
Looking to build customer loyalty through social media? Don’t forget to add your business to Top4.com.au
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