Scared of getting an bad online review? You don't have to be. Learn how to make online reviews work for you in this webinar from Manta.

2. How to Leverage Online
Reviews to Boost Sales
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4. Chief Technology
Officer, LocalVox
Meet Trevor Sumner

5.  Why reviews are important
 How to respond to reviews
 Generate more positive reviews
 Leverage reviews to boost sales
 Q&A
Overview

6. Reviews Impact Your Business
of people trust online
reviews as much as personal
recommendations
of customers make their
purchase decision after
reading reviews
People read 10
reviews before
purchasing

7. How Online
Reviews Help
 Free customer feedback
 Reach new customers when
intent is high
 Boost your SEO
 75% of reviews are positive

8. Manage Your Reputation
of negative reviews
turn positive when
you respond
of unhappy customers
return if you resolve
the problem quickly

9.  Facebook
 Google
 Yelp
 Online directories
Top Review Sites

10. Facebook
Business Reviews
 40 million small
businesses
 167 million daily active
users in North America
 Reviewers must have an
active account

11. Facebook
Local Search
Facebook.com/services

12. Facebook
Local Search

13. Google Reviews
 Easily manage reviews through
Google My Business
 Reviews appear alongside your
business info
 Incorporate into
AdWords campaigns

14. Google Local SEO
 Mobile algorithm change,
spring 2015
 Local mobile searches surpassed
local desktop searches in 2015
 Right-hand column of ads
removed from desktop searches
to match mobile

15. Yelp
 Legacy review site
 Set up free Yelp for
Business account
 55% of Yelpers take action
with a local business
frequently/every time
they visit the site

16. Audit Review Sites
 60%+ of local directories have incorrect info
 Local businesses with bad directories won’t rank
in search engines
 92% of customers expect accurate information on
directories

17. Responding to
Reviews
“Even if you do get negative feedback, you
can turn it into a positive by engaging in a
constructive way and showing that you’re a
genuine business.”
-Shama Kabani, author of The Zen of Social Media Marketing

18. Review Response Formula

19. Positive Reviews
 Respond in a timely manner
 Say ”thank you” to a customer
who went out of their way
 Show your appreciation

20. Negative Reviews
 Make sure negative reviews are
surrounded by positive ones
 Respond quickly and kindly
 Harris poll shows customers trust
businesses more when they see a
few bad apples

21. Minimize Damage
 Address the problem directly
 Identify the issues
 Apologize, even if you weren’t
in the wrong
 Add a human element to
your response

22. Take It Offline
 Avoid back and forth public
arguments
 Include an email or direct phone
number to establish credibility and
effort
 Even if the reviewer is in the wrong,
don’t accuse them of anything on
the review site

23. Resolve the Problem
 Help customers reach a
positive outcome
 Good for both your business and
the customer
 Track complaints so you can see
a pattern of issues that can be
fixed for the future

24. Generating Positive Reviews
 Ask family and friends
 Add to your email signature
 Ask in person
 Encourage repeat reviews
 Ask on phone calls
 Create a cheat sheet
 Email customers post-sale

25. Leverage Reviews
to Increase Sales
Business reviews online have grown to
become increasingly important in the
customer shopping cycle.

26. Influence
Customer Journey
 Online ratings and reviews
are an essential part of
active evaluation
 Influence purchase intent
with an online ratings and
reviews strategy

27. Build Your Credibility
Places to share reviews:
 Blog posts
 Case studies
 Testimonials page on your site
 Brochures and direct mail pieces
 Google AdWords

28. Weave into
Conversations
You can use online reviews to:
 Address common objections
 Prove superiority vs. competition
 Provide industry-specific proof
 Strengthen sales conversations

29. Increase Your
Page Rank

30. Create Email
Nurture Campaigns

31. Use the “Ask a Question”
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33. Manta believes in empowering small businesses to achieve
success. We’re inspired by your determination and energy.
And we understand that every company is unique.
We strive to provide the marketing tools and educational
resources you need to stand out, connect with your customers
and your peers, and grow your business.
Send us a note and let us know what you’d like to learn from
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