There are many online review sites that your customers might be using so it's important to determine which ones they use the most. Popular review sites customers use include Yelp, Google, Facebook, and Trip Advisor. Identify which sites customers are using to review your business. You want to have a positive presence on these sites and be ready to respond to any customer comments.
- Online review sites are a special segment of social media. These sites allow customers to review your business. They can share their compliments as well as their complaints and you can interact with them too. This video focuses on identifying popular review sites. The goal is to help you to identify where customers are talking about your business. There are many review sites to choose from, but I'm gonna focus on four of the most popular, Yelp, Google, Facebook, and TripAdvisor.
Let's take a look at how customers might interact with each of these sites. I'm gonna show you an example using my favorite restaurant, Antica Trattoria. It's consistently voted the best Italian restaurant in San Diego. Let's start with Yelp. They're one of the biggest review sites with nearly 180 million monthly visitors. Antica Trattoria has quite a few reviews and a very good rating. Potential customers who visit this page are probably gonna get a very positive impression.
If you look at the ratings distribution, you can also see that not every customer is happy. Like any business there are times when a customer might have a complaint. You might think of Yelp as a place where customers review restaurants, but a lot of other types of businesses are reviewed here too. This chart shows the top business categories that are reviewed on Yelp. If customers are writing Yelp reviews about your business or even your competitors, you definitely want to have a presence on this site. Most of the big Internet search websites also allow customers to rate businesses.
Google is the big player here with a nearly two-thirds share of global search engine traffic. Antica has a lot fewer reviews on Google, but they're still quite positive. But here's where the Google reviews really help. When a customer Googles the name of the business, the reviews are immediately shown along with other business information. Or if someone Googles Italian Restaurant La Mesa, they'll see Antica Trattoria alongside a few other restaurants in the neighborhood. Again, having a positive reputation will make it more likely for customers to visit your business.
Facebook is another growing site for reviews. They now have more than one billion active users so that's a lot of potential customers. Once again, Antica has a great reputation on Facebook. This is an especially powerful platform because people are already interacting with their friends. Of course, like other sites, Facebook reviews aren't just for restaurants. If your company has a Facebook page, chances are customers are writing reviews. Finally, let's look at TripAdvisor.
This is more of a specialty site that focuses on travelers. Once again, the restaurant has a great reputation. You can also see that a fair number of people have reviewed the business. So if your business caters to travelers, you definitely want to consider having a presence here. Okay, these are just a few of the many review sites out there. I've included some links in the Additional Resources file that will help you learn more about each individual site. My suggestion to you is to spend some time identifying sites where your customers are reviewing your business or are likely to write a review.
You may already have a business account on some of these sites. You can also use various search engines like Google, Bing and Yahoo to search for your business and see what reviews come up. Once you know where customers are writing reviews, you can be ready to respond to them.
- Identifying key social media platforms
- Communicating with customers in your brand's voice
- Listening and responding to customers on social media
- Listening to customer feedback on review sites
- Making self-service easy for customers