Innovate your SME using customer review sites

Customer Feedback Comment Vote Review Results Concept

Instead of directly asking for feedback on review sites, focus on providing great customer service and just let people know where to find you online.

Did you know that 78% of people turn to review sites like ours to find local businesses? Considering this and just how influential online reviews can be, it’s worth making sure you’re using review sites effectively.

Review sites let consumers post about their experiences with local businesses and they have made the consumer voice stronger. Importantly for business owners, they offer a number of free tools that let you connect directly with customers, meaning your business can get the online exposure it needs in a cost-effective way.

If you’re ready to market your business with review sites, here are five tips to help you get started.

1. Optimise your page

Your number one priority should be to claim your business and optimise your page. Most users make purchasing decisions based on what they find. This means you want to make sure consumers see correct, up-to-date information about your business – especially things like opening hours, website, address and contact numbers. For example, you can claim your business page for free at www.biz.yelp.com.au.

2. Use high-quality photos to show off your business

Our users stay 2.5 times longer on business pages with photos, so upload images that show off your store or office, best-selling products or services and staff.

3. Tell consumers a bit about yourself

Consumers today want to know the provenance of the products they buy and the story of the businesses they frequent. So tell them about your business, its history and what you specialise in. These extra details can help people decide on your business. It also helps with your search results.

4. Respond to reviews

One of the most important ways to engage with customers online is to respond to reviews – either through a public comment or private message. Almost 80% of reviews on sites like ours are three stars or higher (out of five), so it’s likely you are getting positive feedback. Whether your reviews are good or not so much, respond to online feedback the same way you would in person. This means thanking people for their business, responding diplomatically, and if you do have any points of difference with a review, addressing those calmly.

5. Let people know where to find you online

Encourage customers to engage with your business online by adding links to your review site profiles in your marketing materials. Instead of directly asking for reviews, focus on providing great customer service and just let people know where to find you online. This will make sure your business’ online reputation is growing organically, which is what consumers trust most. Don’t forget in-store signage – sometimes a simple visual reminder makes the biggest difference.

Nick Lembo, Manager of Local Business Outreach, Yelp