When they’ve stopped working to win big quotes, practically every company I’ve worked for has done regular loss reviews. It was almost a knee-jerk response by management “how can this perhaps have occurred?”, despite the truth that the sales group typically knew well beforehand that they weren’t going to win. Despite being done relatively hardly ever, the win reviews are much more likely to produce future wins than loss reviews.

 

The factor is basic. Loss reviews focus on attempting to recognize the reasons you didn’t win– “mistakes”– and change them for the next time. In truth, the factors why you do not win are normally much less likely to be fixable mistakes than they are to be fundamental features of your items and your business. Things which are extremely difficult to alter. Possibly your culture didn’t fit, or your high-quality product line wasn’t ideal for a low-cost customer

 

With a winning analysis, nevertheless, you aim to determine the elements that helped you win. These factors are generally repeatable for other bids. The important thing is to find more customers who value these elements.

 

The secret is not to attempt to alter the unchangeable (naturally, if you do discover fixable mistakes then repair them)– however instead to recognize which types of clients value the things you are strong at and which don’t. You can then use this to identifying and screen potential new clients and quotes.

 

One of my previous customers, an IT services company had a very strong consultative culture. They thought that by dealing with their client to help them take ownership of their issues and jointly interacting to establish options (instead of just “informing them the response”) they would have a far more sustainable lead to the long term.

 

Like all business, they won some quotes, and they lost some. They would then interpret the feedback as suggesting they had to attempt to alter the method they used– to abandon their collective approach to win more business.

 

What worked for them was to stabilize the feedback from their losses with feedback from their wins. This permitted them to become aware of all the events where their collaborative culture had actually assisted them to win instead of losing. With this more balanced view they began to understand that instead of trying to win whatever, they ought to focus their efforts on those quotes where their culture and capabilities much better matched what the clients appreciated.

They began to qualify bids based on these criteria to permit them to see which ones they were well suitable for, and which ones the clients were looking for a different kind of technique. This focused method enabled them to make significant improvements in the number of quotes they won– and decrease the effort invested in bids where they truly stood no opportunity.

 

Nearly every company I’ve worked for has actually done routine loss reviews when they’ve stopped working to win big quotes. Despite being done fairly hardly ever, the win reviews are much more likely to produce future wins than loss reviews.

 

With a winning analysis, nevertheless, you intend to identify the aspects that assisted you to win. With this more well-balanced view they started to comprehend that instead of trying to win whatever, they ought to focus their efforts on those bids where their culture and capabilities much better matched what the customers appreciated.

Thanks to the Web, anyone in the world can publish content online. It’s getting to be a congested space, however, those who have authority will have the ability to construct their brand and increase their revenues more easily.

Authority at a Glance

Authority operates on a number of levels. There is domain authority, page authority, and professional authority within your niche.

Domain Authority— Domain authority relates to your domain traffic. Is your URL a frequently-visited site that draws in not only brand-new but repeat visitors? Do they check out as soon as they click in?

Page Authority— Page authority is frequently measured by online search engine results. Is your page in the leading 10 on the Search Engine Results Pages (SERPs) delivered by Google and other leading search engines?

Professional Authority— Regarding professional authority within your niche, name acknowledgment would often measure your level of authority. Would your name garner immediate acknowledgment by fellow experts in your specific niche in the same method that Emeril and Rach would?

Paying attention to your reviews and scores can assist improve your authority and amass more sales if you’re struggling with all three of these locations.

Rankings and Reviews at a Glance

Your track record has a lot to do with your authority level, whether you are taking a look at domain authority, page authority, or professional authority. One of the easiest and most effective methods to enhance your authority is to make it a point to give your ratings and reviews a little TLC. Nevertheless, prior to you getting to deal with that, you need to understand more about reviews and rankings as well as where to discover them.

Reviews and rankings can be found on “review websites” such as Yelp, social networks websites, and even your site. You should know how your ratings can motivate or prevent individuals from visiting your website especially if you are a brick and mortar company.

Some dating sites will allow people to post reviews. On the other hand, a high score and great review can build consumer self-confidence and make those who check out the info more ready to provide your business with a chance.

Tips to Build Authority Building with Reviews and scores

Sincerity is the best policy. Do not compose your own reviews from lots of accounts, or write fake bad reviews of your competitors no matter how appealing it may be.

Ask customers for sincere feedback. Request for recommendations, reviews, and reviews. Remind them in your email marketing. After they offer a review or review, whether unfavourable or positive, thank them with something such as a coupon, or something specifically associated with the review offered.

Avoid paying for reviews. DO NOT pay for reviews.

Create authority with search engines. Google is by far the biggest search engine and worth paying the most attention to.

Usage of Google for Business. Google for Business, https://www.google.com/business/, permits you to release a robust organization listing. The Gmail account you use can likewise connect to other free Google services such as YouTube for video marketing and Google+ (Google Plus) for social networks marketing.

Usage Google+ Hangouts. Let your consumers provide fast video reviews as well, and provide them to you to post to your channel.

Get reviews at your Google Business listing. People will be able to publish comments, rankings, and reviews. They will be made through the individual’s Gmail account, which needs to keep the system honest and minimize destructive or dishonest postings.

Increase your rankings and reviews for more authority by focusing on what people are stating about you online. Then implement good marketing techniques to take advantage of what’s working in addition to fix anything that isn’t working to your benefit.

There is domain authority, page authority, and professional authority within your niche.

Domain Authority— Domain authority relates to your domain traffic. Your credibility has a lot to do with your authority level, whether you are looking at domain authority, page authority, or professional authority. One of the easiest and most efficient ways to boost your authority is to make it a point to provide your scores and reviews a little TLC. Develop authority with search engines.

 

The importance of responding to customers online could not be more prevalent as reviews continue to grow more than ever before. Aside from the fact that reviews from customers help others decide whether they should visit a business or not, reviews are now more prevalent on search results pages—meaning a lot of eyes can see what is being said about your company online.

The influence that reviews have on shoppers is staggering: more than 88% of online shoppers incorporate reviews into their purchase decisions (Webrepublic, 2015). Businesses are told to get more reviews on review websites to keep attracting new customers. With so many review websites out there, where does a business even begin? Your business may be afraid to manage customer reviews on review sites as you may not want to end up in one of these situations:

  • receive zero reviews
  • receive zero recent online reviews
  • receive negative online reviews
  • or, your business simply has unmanaged online reviews across multiple review websites

Unfortunately, your business is missing out. This lack of free online word of mouth is actually hurting your business through inaction because reputation drives conversion.

1) Business reviews and social posts help shape your company’s online reputation

In fact, one of the worst things your business can do is ignore your online reviews and social posts. As easy as it is to make a mistake when handling your business’s online reputation, it can also be easy to recover if done properly (and with an apology). While damage will inevitably happen, your business can take steps to mitigate the degree of damage that can occur. The biggest mistake of all your company can make is not participating in helping to shape the conversation about your company online.

2) Business reviews provide valuable feedback for your business

While it can be easy for your business to take negative comments to heart, it is important to recognize that reviews are constructive feedback. All in all, reviews are valuable feedback! They help your company gauge their performance and see how you can improve. There is always room for improvement and a lot can be learned even from positive business reviews. Through reviews, your business can see which products or services you should be boasting, which needs work, and even discover which employees rock at customer service.

3) Your business reviews can now appear in search results

Search engines have caught on to the popularity of reviews and are now displaying them more prominently. So, if someone searches for your business, there is a chance that reviews from review websites could be displayed on the search engine results pages. In Google’s markup—the annotated content that appears in search—of a company or product, business reviews and ratings can now be included in search results. In other words, when a user performs a search on Google, Google will find and possibly display review summaries from online business reviews and consumer ratings. Below is an example of how business reviews now showing up in search results.

How can businesses get more reviews?

[spp_spv_hide]There are a variety of methods your business can employ to ask for more business reviews, including emailing consumers manually, using surveys, asking consumers to leave reviews with codes and review sites on their receipts, or utilizing review generation software to automate the business review process.

Three important review website management tips:

1) Remember to add or claim listings on the top review sites

It’s a good idea to add or claim a listing or business profile on the most popular review sites (unless your business doesn’t fit with the niche), correct your business’s listing information and start getting more business reviews!

2) Your business should keep asking customers for reviews

Asking the average customer for a review can be hard work. Granted, it is often easiest to get reviews from consumers that are either really happy or really unhappy with the level of service they were provided. Your business should always remember to ask as customers are busy creatures and will not remember unless they are asked or reminded to leave feedback.

3) Customers are more open to leaving reviews on review sites

Why not just ask for business reviews or testimonials on your business’s website? Well, asking consumers to leave a review on your business’s website seems a lot more screened and inauthentic than simply asking consumers to leave reviews on a trusted review site. Since the review site is a third party, it feels more open for customers to leave an honest, unbiased review.

Business reviews are here to stay

In conclusion, there’s no getting away from business reviews. The good news is that there are methods to get more business reviews as well as effectively managing reviews from customers. Also, businesses needn’t fear negative online reviews, as there are ways to negate the effect of negative reviews. [/spp_spv_hide]

In the table below, U.S. Ranking, % U.S. Traffic and Average Monthly U.S. Traffic (unique visitors) data are sourced from Alexa. Businesses should strive to get business reviews on business review websites that are going concerns, review sites that people know about (and go to) and that are relatively friction-less (sites consumers have log ins or can go in easy to leave a review).

Review WebsiteU.S Alexa RankingReviews Best ForAvg. Monthly U.S Traffic% U.S Traffic (Total)
Google My Business1any business158.03 million34.30%
Facebook3any business85.57 million29.10%
Amazon4e-commerce related85.44 million55.40%
Yelp52any business40.47 million89.10%
Trip Advisor88related to food, restaurant, travel28.27 million53.40%
Yellowpages402any business10.5 million85.30%
BBB (Better Business Bureau)824any business6.15 million88.90%
Manta1,002any business6.48 million70.50%
Angies List1,150service related business5.44 million88.90%
Foursquare1,561any business, mostly restaurants3.67 million23.10%

Getting to know the top 10 review sites

No 1 review site: Google

Average monthly US traffic (Alexa): 158.03 million
US ranking (Alexa): 1
Business reviews for: any business

Google My Business is a free tool for businesses to manage their online presence across Google, including Search and Maps. Google My Business puts business data on Search, Maps and Google+. Google customer reviews show up in search and are known to bolster SEO, so they are essential to the credibility of all businesses. Your business should aim to be on Google’s snack pack in order to be readily found when consumers perform a local search.


No 2 review site: Facebook

Average monthly US traffic (Alexa): 85.57 million
US ranking (Alexa): 3
Business reviews for: any business

Facebook is a social networking platform where users can create profiles, upload photos and videos, send messages and keep in touch with friends, family and follow their favorite businesses and brands. Since customers are connecting more with brands online, It is pertinent that your business is actively monitoring your social media mentions on social media platforms at all times. Facebook is gaining momentum towards being one of the most popular business review sites. Most users on the site already have a Facebook account, so the process to leave a business review is relatively friction-less.


No. 3 review site: Amazon

Average monthly US traffic (Alexa): 85.44 million
US ranking (Alexa): 4
Business reviews for: e-commerce related transactions

Amazon is a popular go-to business review site for e-commerce products. For companies who do any amount of e-commerce, Amazon is a key source of information. While Amazon as a review website is more targeted and fitting for Amazon marketplace partners, it is a worthy site to note, especially for retailers about what customers like about certain products and how the service aspect of transactions were handled.


No. 4 review site: Yelp

Average monthly US traffic (Alexa): 40.47 million
US ranking (Alexa): 52
Business reviews for: any business

Yelp is a review website where users can publish reviews about local businesses. Yelp has become a name synonymous with business reviews, as the site has over 102 million reviews and counting. As the world’s largest outlet for online customer reviews grows, it might be time for all small businesses to start caring about what consumers are saying online; and more specifically, about their Yelp reviews.


No. 5 review site: TripAdvisor

Average monthly US traffic (Alexa): 28.27 million
US ranking (Alexa): 88
Business reviews for: any business

TripAdvisor is an travel website company where users can leave business reviews of places they’ve visited. Users can also book rooms, find flights, discover to do and reserve tables at participating restaurants. TripAdvisor operates websites internationally in over 25 countries.


No. 6 review site: Yellowpages

Average monthly US traffic (Alexa): 10.5 million
US ranking (Alexa): 402
Business reviews for: any business

YellowPages is an online internet yellow pages directory owned by YP. YP is a local marketing solutions provider that focuses on helping local businesses (and the communities within) grow.
Companies can manage their reviews on the review site after claiming a free business listing on their page.


No. 7 review site: Better Business Bureau

Average monthly US traffic (Alexa): 6.15 million
US ranking (Alexa): 824
Business reviews for: any business
The Better Business Bureau aims to help people find and recommend businesses, brands and charities they can trust (bbb.org).

Based on a business rating review system, BBB educates consumers and assists people in finding trusted businesses. The Better Business Bureau tries to protect consumers from fraudulent business or scammers. Company profiles on BBB contain a short company bio and a history of complaints made about the business, as well as an A – F rating.


No. 8 review site: Manta

Average monthly US traffic (Alexa): 6.48 million
US ranking (Alexa): 1,002
Business reviews for: any business

Manta is an online small business service directory, search engine and review site that provides small businesses with the information to network. The site helps small businesses connect and grow through their community where users can buy from, partner with, and connect to companies.


No. 9 review site: Angie’s List

Average monthly US traffic (Alexa): 5.44 million
US ranking (Alexa): 1,150
Business reviews for: service related businesses

Angie’s List is a service listing and review website that offers user-based rankings and reviews of service professionals in local areas. Because Angie’s List is a paid review site, it is known to be less filled with rambling reviews from customers and spam. Members grade companies using a report card scale from A-F on price, quality, responsiveness, punctuality, and professionalism. Angie’s List is divided by categories such as house, auto, health, pets and services.


No. 10 review site: Foursquare

Average monthly US traffic (Alexa): 3.67 million
US ranking (Alexa): 1,561
Business reviews for: any business, mostly restaurants

Foursquare is a local search and discovery service mobile app. The app helps users discover new places/businesses through other Foursquare business reviews. Users can let friends know where they are and find out where their friends are. In any case, with 55 million monthly active users, Foursquare is a powerful force to monitor customer loyalty and feedback.

A good or bad reputation can mean the difference between a business thriving and expanding, or closing their doors for good. In the digital age, a business’s reputation is controlled by consumers using online review platforms like Yelp, Google and Facebook to announce the quality of their business publicly. The good news is that this lets businesses easily monitor and manage their online reputation, a power they can put to good use by responding in a timely manner to the reviews they receive.

While negative reviews often get this most attention, positive reviews are as or more important! It’s important to respond to positive reviews to thank customers for taking the time to review your business and to encourage others to do the same.

With 92% of consumers reading reviews online, businesses can’t afford to sit on the sidelines. An effective response will help ensure that a happy first-time customer becomes a regular, and 70% of complaining customers will come back if you resolve the complaint in their favor. The first step is engaging with them.


How to respond to positive reviews

It’s simple. Thank the customer, name drop, promote and tell the customer what to do!

  1. Say thank you and be specific

    No one would let a compliment pass them by in real life. Apply that same principle to a review response! And make sure to reiterate your customer’s compliment. This let’s the customer know that a real person took time out of their day to acknowledge them, and that feels good.

  2. Use the business name and keywords

    Don’t miss out on the opportunity to drive your business up in search results—positive reviews work wonders in search. Referring to your business name, location and category (restaurant, coffee shop, hotel, etc.) helps index that review online.

  3. Market, market, market

    Is your business famous for a certain secret sauce? Are you having a promotion next month? A review response is a great place to get the good word out.

  4. Give your customer a task

    Not as scary as it sounds. Invite them to try something different the next time they visit, or bring a friend!


As you can see, there’s a ton of potential hidden in a positive review response. Instead of one advertisement to rule them all, each review is an opportunity to sell your business!

Believe it or not, the same premise applies to negative review response as it does to positive reviews. How you respond to a negative review impacts not only the reviewer, but all the sets of eyes that come afterward. Seeing a business handle a particularly challenging review online suggests that management is proud of their business, and willing to go the extra mile to maintain their reputation!

Make potential clients see the light with these four steps: apologize, promote, get offline, keep it simple.


How to respond to negative reviews

  1. Apologize and sympathize

    The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your customer’s experience goes a long way.

  2. Promote

    So the famous crab cakes weren’t up to par the day this particular customer visited. If they’re what you are known for, why not reiterate that? “Our crab cakes are usually a hit, we’re sorry to hear that they weren’t up to par when you visited!”

  3. Move the conversation offline

    Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.

  4. Keep it simple

    Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.

One last pro tip: leave your business name, location and category out of this. You don’t want your negative reviews showing up in search!


Now that wasn’t so bad, was it? You can use software to pull in your reviews from all over the web so you can respond quickly. And if you don’t have time, seek out our Digital Agency services to do it for you. Not only do we guarantee expertise, we guarantee it in a hurry: we respond to reviews as soon as our software pulls them in!