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How To Increase Online Reviews Using Facebook - Mari Smith and Bank of America


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Do you have the Reviews feature enabled on your Facebook Page? Are you proactively building your online reviews? Do you have questions about reviews?

In this special Facebook Live, brought to you by Bank of America Small Business Community, I share what you can do online and in stores to get better online reviews, improve your reputation and help your business thrive! Online ratings and reviews are a powerful form of user-generated content to help grow your business.


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How To Increase Online Reviews Using Facebook - Mari Smith and Bank of America

  1. 1. HOW TO INCREASE ONLINE REVIEWS USING FACEBOOK MARI SMITH – Premier Facebook Marketing Expert CEO, Mari Smith International, Inc.
  2. 2. • Premier Facebook Marketing Expert • Hired by Facebook & Fortune 500 Companies • Globetrotting Speaker • Brand AmbassadorMARI SMITH
  3. 3. @marismith | Hundreds of articles for Small Business owners Designed to help entrepreneurs and small business owners grow online and offline. Bank of America Small Business Community
  4. 4. @marismith | Facebook & Yelp = 20% BBB = 15% Most trusted review sites for local searches
  5. 5. @marismith | 87% of consumers say that a business needs a rating of 3-5 stars before they will use them 9% of consumers won’t use a business with an average star rating of less than five 48% of consumers need at least a four-star rating before they choose to use a business Minimum star rating?
  6. 6. @marismith | A growing number of consumers read more than 11 reviews before they can trust a business 68% of consumers read four or more reviews before deciding to trust a business The average consumer reads 7 reviews before trusting a business – up from 6 a year ago How many online reviews = trust?
  7. 7. @marismith | For which business types do you read reviews?
  8. 8. @marismith | 93% of consumers read local reviews to decide if a business is good or not – meaning just 7% don’t (compared to 9% in 2016) Reviews: is business good or not?
  9. 9. @marismith | 54% of consumers consider the average star rating to be the most important factor Quantity of reviews is now the second biggest factor, at 46% (up 11% from 2016) The importance of businesses responding to reviews has increased to 30% (up 10% from 2016) Local business reviews factors
  10. 10. @marismith | ASK!! Give clear direction URL for your Facebook Reviews tab: Monitor comments & posts Follow up and request a Review Follow up online & via email Communicate via Messenger chat bot See Request in-store Include a card inside shipping boxes Tips for increasing positive reviews
  11. 11. @marismith | The bad news:  Consumers are 21% more likely to leave a review after a negative experience than a positive one. The good news:  A few negative reviews can make customers trust your reviews more. If a business has no negative reviews, 95% of consumers suspect the good reviews are fake or the bad ones have been censored. Negative reviews
  12. 12. @marismith | Don't ignore them. Always reply to a negative review as soon you see it. Do be understanding. Express empathy and genuine concern. (Train your staff!) Don’t go too in-depth in public. Whenever feasible, strive to move to a phone conversation as quickly as possible. Do share the happy solution. Ask your customer if she’d be willing to update their review. How to deal with bad reviews
  13. 13. @marismith | Example
  14. 14. @marismith | How to Boost Positive Online Reviews for Your Business – And Deal with Those Pesky Bad Ones How to Increase Authentic Business Reviews on Facebook The Bank of America Small Business Community has expert insights, insider tips, and the industry knowledge you need to see your small business thrive Resources Mari Smith
  15. 15. @marismith | BrightLocal Local Consumer Review Survey
  16. 16. Q&A 