How many times have you gone online to make a purchase or research a brand and reviewed company ratings? Often right? You are no different than your potential customers who are actively researching and forming opinions about your brand before they even contact you.
We call them stealth customers. You know they are researching you. Yet, they have not reached out to your organization through a contact form, phone call, email, or simply came to your retail location.
Before a purchase, customers want to feel comfortable and confident in your product or service. There is no better way for a customer to understand how good you are than to review others' ratings of you. Understanding how peers rate your product or service can enlighten potential customers.
This is why it is essential to have a strong rating on sites like Google because they can significantly impact and prevent you from acquiring leads and customers.
Still don't understand the impact of improving customer ratings with an online reputation management (ORM) company?
Here are a few shocking statistics from g2crowd.
Did you know?
- 95% of online shoppers read customer reviews before making a purchase (source)
- Positive reviews produce an 18% uplift in sales (source)
- Displaying reviews can increase conversions by 270% (source)
- 9 in 10 customers say ratings need to be a 3 or higher to buy (source)
- 68% of customers have left a review in the past after being asked to do so (source)
Looking to improve your customer ratings through an online reputation management tool (ORM)? Consider using a professional survey organization to filter and publish better scores.
What is Online Reputation Management (ORM)?
ORM is creating a formal process to invite customers to offer feedback on your product, service, or brand and redirecting them to leave a review on a popular ratings website like Google, Yelp, etc. An ORM company like Drive Research can help you decipher which sites make the most sense for your brand (i.e. Healthgrades for healthcare organizations).
Through this, negative reviews are intercepted and collected so your organization can respond and take action. The outreach and asking for feedback intercepts a customer before they go online to publish negative feedback.
It does not prevent all negative feedback from being published online but it:
A) increases the likelihood of intercepting the negative feedback before the customer goes to a site like Google and
B) provides your brand with many more positive ratings and reviews than you would receive without a formal process in place.
This way, if a negative review is posted it will be swapped out by the sheer number of positive reviews online.
How does Online Reputation Management (ORM) work?
An online reputation management company works with you to set up an automated process to exchange customer sample on a regular basis (daily, weekly, monthly, etc.). There are ways to automate this customer sample upload, to limit any manual work on your end. This can be set up between our team and your system.
Our company works with your team to design a few custom questions for the mini-feedback survey before launch. Once Drive Research receives the customer contacts from your organization a survey invitation is sent to your customers via email or text. Customers go to the link on their desktop, tablet, or phone and are asked a question about their experience.
If their experience is rated positively, they are redirected to a website or websites of choice to offer an online rating and a review so the information can be viewed by the public.
If the experience is rated negatively, the customer remains in the survey platform and is asked additional questions about the experience. This feedback is passed to your organization giving you the opportunity to review the case and respond appropriately. This audience is not redirected to a website for a public review, thereby intercepting the negative rating all while still collecting the critical feedback.
Why should you consider an Online Reputation Management (ORM) company?
Online ratings for your company should not be underestimated. All companies should have a formal process in place to collect and grow customer feedback online regardless of whether you are B2C or B2B. No matter the purchase, customers and prospects will go online to research you before you even know they are considering your organization.
In addition, simply asking customers for feedback is worth the effort. It lets you know how you are doing and can fuel strategy, marketing, and messaging.
In addition to boosting your positive online review profile, you'll also collect valuable data on what drives positive ratings for your brand and you'll have the opportunity to review pain points and issues which impact negative ratings.
A formal process with an online reputation management company carries many benefits.
Drive Research is an online reputation management (ORM) company located in New York. We work with organizations across the country to set up regular ORM programs to filter and publish high scores on sites like Google, Yelp, and others.
Interested in taking advantage of our ORM services? Contact our team for a proposal.