making bbb customer reviews work for your business · making bbb customer reviews work for your...
TRANSCRIPT
![Page 1: Making BBB Customer Reviews Work for Your Business · Making BBB Customer Reviews Work for Your Business. Customer Reviews Good for Consumers Good for Businesses . Customer Reviews](https://reader034.vdocuments.net/reader034/viewer/2022042207/5eaac02ec7d8ff7eb01411be/html5/thumbnails/1.jpg)
Making
BBB Customer Reviews
Work for Your Business
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Customer Reviews
Good for Consumers
Good for Businesses
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Customer Reviews
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Influence of Reviews
Source: Nielsen, 2014/2015
The 1-2 KO BBB Punch: • Ratings and online reviews have a high influence on purchasing decisions
• 88% of consumers who seen reviews claimed influenced buying decisions(Dimensional Research, 2013)
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Consumer Usage
• 92% read reviews to determine quality of a local business
• Usage increasing for all types of businesses
• 88% consumers read up to 10 reviews before they trust a business
The “Savvy Shopper”– seeks out more about purchasing experiences, products and services
Source: BrightLocal, 2015
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Bottom Line: Marketplace Needs Reviews
• Consumers use - and expect – customerreviews to help make purchasing decisions
• Need for trusted reviews from trustedsources
• Timely, relevant and provide a first-person perspective
• Feedback and response builds relationshipand trust between buyer and seller
• Consumers like to see “both sides”
• Solutions are more important thanproblems
• Internet likes user-generated content
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Where is the most commonplace to read a POSITIVE
customer review?
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Consumer Usage
• About 2/3 consumers recalled reading reviews(63% negative & 69% positive)
• 58% consumers more likely to share their experiences with othersthan five years ago
Source: Dimensional Research, 2013
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Who is reading and posting customer reviews?
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Consumer Usage
• Women (53.2%)
• Ages 25-34
Source: Maritz Research Part I , II, III, 2013
Women (47.25%)Ages: 18-34 – 31%
35-54 – 41%55 + - 28%
Source: Google Analytics
BBB User Demographics
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User Generated Content (UGC)
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Magical Millennials
http://mashable.com/2014/04/09/millennials-user-generated-media/
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What percentage of people
in North America say they
TRUST customer reviews?
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Trusted Reviews: Consumers
• 68% in North
America trust consumer reviews
(Nielsen, 2013)
• 68% say positive reviews make them
trust local businesses more
• 80% trust online
reviews as much as personal
recommendations –
authenticity, number of reviews and type
of business influence trustworthiness
Source: BrightLocal, 2015
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What do small business owners think?
Source: Yodle, 2014
• 50% important for their business to receive positive online reviews
• 43% online reviews are unfair because they do not verify that people who leave reviews are actual customers
• 87% of businesses do NOT ask their customers to post reviews.
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How are BBB Customer Reviews Different?
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About BBB Customer Reviews
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Why BBB Customer Reviews are Different
• True to form - BBB processes customer reviews in an ethical, fair, unbiased manner and we do it consistently
• Reviews each and every customer review before posting them
• Provides an opportunity to challenge the identity of the reviewer before the review is posted- not allowing anyone to post fake or ill-intended reviews
• BBB does not post any anonymous reviews
• Sends the submission to the business - allowing the business to provide additional feedback to help address the reviewers issues
• Protects the identity of the submissions by not posting personally identifiable information
• Validates the email address of all reviewers
• In some instances works with both consumer and business to help work through the issues
• Uses the data to help investigate businesses
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Complaints vsBBB Customer Reviews
Complaint BBB Customer Review
BBB Letter Grade Rating Can affect BBB letter grade No affect BBB letter grade
Reportable on BBB Business Review
Yes-36 months Yes-36 months
Business Response Required to close complaint answered
Requested
Resolution Must seek a resolution Does not need/want resolution
Customer Feedback Negative Positive, Neutral, Negative
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How Your Business Get
BBB Customer Reviews?
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Ask!
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Use our Customer Review Toolkit
• New Customer Review Dynamic Seals
• Email signatures
• Window clings• Point of Sale cards and signs
• Stickers for estimates, invoices and
receipts
• Sample social media posts/examples
• Tips flier “asking and managing customer reviews”
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Customer Review Dynamic Seal
OLD NEW
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Email Signatures
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POS Sign and Card
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Self-Print Stickers (Avery 5162)
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How else do BBB Customer Reviews help my business?
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How else do BBB Customer Reviews help my business?
Any business that has a published customer review automatically receive a BBB star rating available on all Google searches where a link to a business’s BBB Business Review is displayed. The BBB star rating incorporates a business’s BBB rating and customer review rating.
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Where Can I Find More Information?
bbb.org/central-texas/reviews/
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BBB Customer Reviews
Good for Consumers
Good for Businesses
Customer Reviews from a Brand You Trust.SM