If the arrival of the Internet has allowed a democratization of access to information, it has also opened the door to dialogue between Internet users. Facebook, Twitter, blogs and forums as well as Instagram are just some of the web platforms where it is now possible to interact and interact with a large community of individuals residing anywhere in the world.
And if the exchanges are numerous and diverse, it will also be said that all kinds of opinions flock, and this, regardless of topics. From a marketing perspective, using online consumer reviews can be very profitable for a business. We explain to you why in addition to giving you a small overview of two essential tools for your opinion gathering, but before we see an overview of consumer habits of consumption.
Portrait of Quebecers buying
According to the NETendance study, conducted by CEFRIO and entitled What were the online shopping habits of Quebec adults in 2017? , Nearly six Québécois.es ten (58%) performed or shopping online in 2017 – and those who do not buy online go there to learn. This statistic is not to be taken lightly especially when we know that the total online purchases made in 2017 is estimated at $ 9.1 billion, an increase of 13% over 2015.
You are a building contractor, hairdresser, dentist or lawyer and you have no products to sell on an online store? This does not mean that you have to ignore the consumer habits of your customers. In fact, as Claire Bourget, senior director of marketing research at CEFRIO, says: “The web is an integral part of the shopping process for everyone, even those who do not buy online. Indeed, 62% of non-shoppers search for information before making a purchase in the store [or before resorting to a service].
The search for information before purchase is the nerve of today’s business war. With access to information, consumers do not hesitate to inquire and seek advice on a product or service before making the purchase. Yes, if word of mouth is still valid, online reviews are still a step ahead. The challenge for companies is to know how to take advantage of this new practice.
Online Reputation Management: Google My Business and G 5 stars
Using a Google My Business listing is a great way to increase your web listing , but it’s also a great way to gather feedback from your customers about the products and services you offer.
In fact, accessible from the Google search engine, this card allows your customers to give their opinion with ease on the quality of services or products they received from your company. If they do not want to leave a comment, but still evaluate your company, they can simply give you a rating of 5 stars.
Similar to Google My Business, the platform G 5 Stars also allows the collection of opinions. However, the process is not the same. G 5 stars requires a bank of email addresses of your customers to be able to send them a form to encourage them to leave their opinion on your website or on your social media.
Advantages of online reviews-Online Reputation
Earn credibility by Online Reputation
Ensuring transparency is one of the best ways to gain credibility with your customers. By letting people make comments, this allows future customers to get a general idea of your services based on the past experience of your previous customers.
Some comments are less favorable? This is normal and it is precisely this nuance in the testimonials that gives confidence to potential customers. In addition, the fact that you encourage people to give their opinion reinforces the feeling of trust that people will have towards your company.
Analyze your customers
In addition to building consumer confidence in your business, online reviews are a great way to analyze your customer base. Do you notice some negative reviews of one of your products or services? This is the time to rectify the fire and make changes to your way of doing things.
Do you want to reach people between the ages of 25 and 35, but most of the comments come from people between the ages of 40 and 50? It may be time to review your marketing campaign. The comments, but also the people who leave them, are in fact an incredible bank of data and information for the future customers as for you!
Proximity and interaction
Your image is well worked and your reputation well established? Wonderful, but that’s not a reason to overlook online reviews. Indeed, in a world where individuals are increasingly looking for personalized services, online reputation management allows you to directly connect with your customers to interact with them.
Whether through Google My Business, your website or your social networks, online reviews are a great opportunity to show your commitment to your customers by taking the time to read their comments and answer their questions. The more you are involved with them, the more they will see in your company a real desire to offer them personalized services that meet their needs.
Setting up an opinion gathering platform
You want to use an online notification platform, but do not know where to start? It does not matter whether you head a multinational or a traditional bakery, entrust the mandate to a web marketing agency such as Web Digital Media Group.
Specialized in the field, the agencies are there to offer you the best tools and support you in the management of your opinions online. Do not hesitate to ask to see achievements . In a market increasingly fierce, put all the chances of success on your side and do not hesitate to use all the tools at your disposal.
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