Why you should generate negative online customer reviews

Andy Jamieson

October 23, 2017 Views: 721

"online customer reviews are essential for the reputation of local businesses and professionals."

"Stephanie was great. She understood my risks, gave me information that I could understand and helped me to find a great insurance policy at a great price."

"John was slow to respond, hard to understand and offered us a policy that didn't match our needs. I felt like he didn't listen to what we were looking for or that he fully understood our requirements"

Online reviews play a big part in how people make decisions. From determining which hotel to book, working out which car to buy or selecting a professional to provide you with some services. Online reviews are an ever-increasing trusted source of information that customers look for when finding suppliers online. For insurance brokers, this is a great opportunity to connect with customers, enabling you to quickly build trust through the reviews your customers have provided.

So in a culture of immediate online feedback, how can it you best prepare for it and engage with it? The answer is that you must connect digitally, seek to listen and understand what customers are saying, respond personally and make sure that you respond quickly.

Here are four steps to take to manage your online reviews:

Connect Digitally: Be present online and know where to look for your customers' comments online.
Listen Closely: Actively monitor those sites for reviews and proactively seek to have your customers add to them.
React Quickly: Strategically respond to the good and the bad before issues can snowball.
Respond Personally: Engage constructively and publicly with the individuals involved.

How do I deal with a bad review?

Did you know that 30% of people don't trust reviews when they only see positive reviews. So whilst receiving a bad review doesn't feel great, enabling it to be shown publicly can enhance the trust people have in the positive reviews you've received. In addition, how you deal with public feedback can say a lot to potential new customers as they can imagine themselves in that experience and how they'd feel about the way you've interacted. The ability to engage with a disgruntled customer is a real sign of strength. By logging in to Advisr you are able to reply to your reviews, both good and bad.

So, how can I gain more positive reviews?

1: Build seeking customer reviews into your process: Try adding a prompt for customers to review you as part of your customer engagement process, and be disciplined to do it with all customers. 2: Be proactive with clients who love you: Ask great customers, for whom you've gone above and beyond, to provide a review and make it super easy for them to do so. Then remember to say thanks once they've done it. 3: Leave reviews for others: Reciprocity is the feeling that people have when you've done something for them and they feel the need to respond or reciprocate. With online reviews, providing a review for your clients can lead them to ask you if they can do likewise. That provides a great opportunity where you can direct them to online sites, like Advisr, where you'd like to leave a review.

So why build customer reviews on Advisr?

Advisr is the platform for the insurance industry. In addition, you can own your online reputation and can take it with you as your career evolves.

You'll get amplified - At Advisr we promote great reviews across our audience, so through generating great reviews, your profile will grow even more through being amplified to Advisr customers across our various channels.

We attract thousands of possible customers. Advisr Insurance Broker Profiles have been seen over 100,000 times in Google. So how many customers are you missing out on?

Still need to be convinced?

92% of customers now read online reviews - that means nearly everyone!
88% trust reviews as much as personal recommendations, this has increased from 83% in 2014. The number of people who trust and value online reviews is growing.
58% of consumers say that the star rating of a business is the most important consideration. So getting and keeping a good star rating can be very valuable.

So why wait, start building your online profile and reputation, win more business the digital way and reach more customers.

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General Advice Warning: This advice is general and does not take into account your objectives, financial situation or needs. You should consider whether the advice is appropriate for you and your personal circumstances. Before you make any decision about whether to acquire a certain product, you should obtain and read the relevant product disclosure statement.

Andy Jamieson ABN : 17613588266

Advisr does not provide advice and does not hold a financial service license (AFSL). All information above has been provided by Andy Jamieson.