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How to Leverage Online
Reviews to Boost Sales
Sponsored by
@ivylmb
@Manta
AttachmentsAsk a Question
For technical questions, email webinarhelp@manta.com
How It Works
ASK A QUESTION ...
Chief Technology
Officer, LocalVox
Meet Trevor Sumner
 Why reviews are important
 How to respond to reviews
 Generate more positive reviews
 Leverage reviews to boost sales...
Reviews Impact Your Business
of people trust online
reviews as much as personal
recommendations
of customers make their
pu...
How Online
Reviews Help
 Free customer feedback
 Reach new customers when
intent is high
 Boost your SEO
 75% of revie...
Manage Your Reputation
of negative reviews
turn positive when
you respond
of unhappy customers
return if you resolve
the p...
 Facebook
 Google
 Yelp
 Online directories
Top Review Sites
Facebook
Business Reviews
 40 million small
businesses
 167 million daily active
users in North America
 Reviewers must...
Facebook
Local Search
Facebook.com/services
Facebook
Local Search
Google Reviews
 Easily manage reviews through
Google My Business
 Reviews appear alongside your
business info
 Incorpor...
Google Local SEO
 Mobile algorithm change,
spring 2015
 Local mobile searches surpassed
local desktop searches in 2015
...
Yelp
 Legacy review site
 Set up free Yelp for
Business account
 55% of Yelpers take action
with a local business
frequ...
Audit Review Sites
 60%+ of local directories have incorrect info
 Local businesses with bad directories won’t rank
in s...
Responding to
Reviews
“Even if you do get negative feedback, you
can turn it into a positive by engaging in a
constructive...
Review Response Formula
Positive Reviews
 Respond in a timely manner
 Say ”thank you” to a customer
who went out of their way
 Show your apprec...
Negative Reviews
 Make sure negative reviews are
surrounded by positive ones
 Respond quickly and kindly
 Harris poll s...
Minimize Damage
 Address the problem directly
 Identify the issues
 Apologize, even if you weren’t
in the wrong
 Add a...
Take It Offline
 Avoid back and forth public
arguments
 Include an email or direct phone
number to establish credibility...
Resolve the Problem
 Help customers reach a
positive outcome
 Good for both your business and
the customer
 Track compl...
Generating Positive Reviews
 Ask family and friends
 Add to your email signature
 Ask in person
 Encourage repeat revi...
Leverage Reviews
to Increase Sales
Business reviews online have grown to
become increasingly important in the
customer sho...
Influence
Customer Journey
 Online ratings and reviews
are an essential part of
active evaluation
 Influence purchase in...
Build Your Credibility
Places to share reviews:
 Blog posts
 Case studies
 Testimonials page on your site
 Brochures a...
Weave into
Conversations
You can use online reviews to:
 Address common objections
 Prove superiority vs. competition
 ...
Increase Your
Page Rank
Create Email
Nurture Campaigns
Use the “Ask a Question”
tab to submit a question
Ask a QuestionQ&A Session
Click on the “Attachments” tab to get more
information and learn about our upcoming
and on-demand webinars
Ask a Question
...
Manta believes in empowering small businesses to achieve
success. We’re inspired by your determination and energy.
And we ...
How to Leverage Online Reviews to Boost Sales
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How to Leverage Online Reviews to Boost Sales

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Scared of getting an bad online review? You don't have to be. Learn how to make online reviews work for you in this webinar from Manta.

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How to Leverage Online Reviews to Boost Sales

  1. 1. How to Leverage Online Reviews to Boost Sales Sponsored by
  2. 2. @ivylmb @Manta AttachmentsAsk a Question For technical questions, email webinarhelp@manta.com How It Works ASK A QUESTION ATTACHMENTS RATE THIS #mantaexperts
  3. 3. Chief Technology Officer, LocalVox Meet Trevor Sumner
  4. 4.  Why reviews are important  How to respond to reviews  Generate more positive reviews  Leverage reviews to boost sales  Q&A Overview
  5. 5. Reviews Impact Your Business of people trust online reviews as much as personal recommendations of customers make their purchase decision after reading reviews People read 10 reviews before purchasing
  6. 6. How Online Reviews Help  Free customer feedback  Reach new customers when intent is high  Boost your SEO  75% of reviews are positive
  7. 7. Manage Your Reputation of negative reviews turn positive when you respond of unhappy customers return if you resolve the problem quickly
  8. 8.  Facebook  Google  Yelp  Online directories Top Review Sites
  9. 9. Facebook Business Reviews  40 million small businesses  167 million daily active users in North America  Reviewers must have an active account
  10. 10. Facebook Local Search Facebook.com/services
  11. 11. Facebook Local Search
  12. 12. Google Reviews  Easily manage reviews through Google My Business  Reviews appear alongside your business info  Incorporate into AdWords campaigns
  13. 13. Google Local SEO  Mobile algorithm change, spring 2015  Local mobile searches surpassed local desktop searches in 2015  Right-hand column of ads removed from desktop searches to match mobile
  14. 14. Yelp  Legacy review site  Set up free Yelp for Business account  55% of Yelpers take action with a local business frequently/every time they visit the site
  15. 15. Audit Review Sites  60%+ of local directories have incorrect info  Local businesses with bad directories won’t rank in search engines  92% of customers expect accurate information on directories
  16. 16. Responding to Reviews “Even if you do get negative feedback, you can turn it into a positive by engaging in a constructive way and showing that you’re a genuine business.” -Shama Kabani, author of The Zen of Social Media Marketing
  17. 17. Review Response Formula
  18. 18. Positive Reviews  Respond in a timely manner  Say ”thank you” to a customer who went out of their way  Show your appreciation
  19. 19. Negative Reviews  Make sure negative reviews are surrounded by positive ones  Respond quickly and kindly  Harris poll shows customers trust businesses more when they see a few bad apples
  20. 20. Minimize Damage  Address the problem directly  Identify the issues  Apologize, even if you weren’t in the wrong  Add a human element to your response
  21. 21. Take It Offline  Avoid back and forth public arguments  Include an email or direct phone number to establish credibility and effort  Even if the reviewer is in the wrong, don’t accuse them of anything on the review site
  22. 22. Resolve the Problem  Help customers reach a positive outcome  Good for both your business and the customer  Track complaints so you can see a pattern of issues that can be fixed for the future
  23. 23. Generating Positive Reviews  Ask family and friends  Add to your email signature  Ask in person  Encourage repeat reviews  Ask on phone calls  Create a cheat sheet  Email customers post-sale
  24. 24. Leverage Reviews to Increase Sales Business reviews online have grown to become increasingly important in the customer shopping cycle.
  25. 25. Influence Customer Journey  Online ratings and reviews are an essential part of active evaluation  Influence purchase intent with an online ratings and reviews strategy
  26. 26. Build Your Credibility Places to share reviews:  Blog posts  Case studies  Testimonials page on your site  Brochures and direct mail pieces  Google AdWords
  27. 27. Weave into Conversations You can use online reviews to:  Address common objections  Prove superiority vs. competition  Provide industry-specific proof  Strengthen sales conversations
  28. 28. Increase Your Page Rank
  29. 29. Create Email Nurture Campaigns
  30. 30. Use the “Ask a Question” tab to submit a question Ask a QuestionQ&A Session
  31. 31. Click on the “Attachments” tab to get more information and learn about our upcoming and on-demand webinars Ask a Question Sponsored by Learn More
  32. 32. Manta believes in empowering small businesses to achieve success. We’re inspired by your determination and energy. And we understand that every company is unique. We strive to provide the marketing tools and educational resources you need to stand out, connect with your customers and your peers, and grow your business. Send us a note and let us know what you’d like to learn from upcoming webinars like this one—events@manta.com

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