The goal of online marketing is to turn viewers into customers. And, if you do it right, you end up with very happy leads. But, reputation management and internet business communication post-acquisition can be tricky.
So, how exactly do you keep the lines of communication open? How can you get them to spread the word about your amazing business? You need to ask for a testimonial.
What is a Testimonial?
Testimonials are statements made to attest to character and qualifications. In terms of business, a testimonial is made by a customer or someone who tied to your business. This can be spoken – typically done between family and friends – or it can be written. It is similar to an endorsement. A positive testimonial can simply be a five-star review on your Facebook business page and/or include a small anecdote about an experience with your business. However, you can also receive negative testimonials, which can still benefit your business.
Why do I Want Customer Testimonials?
Word of mouth referrals is one of the best forms of marketing. Just like you want book or movie reviews, people want business reviews. They want to know what other people experienced so they can get an idea of what to expect. People are more willing to spend money on a product or service if it has great reviews.
You can use social media testimonials to your benefit because they are more likely to be genuine. If one person writes a review on Yelp and a new viewer sees their positive experience, they will be inclined to do deeper research about your offerings. Plus, customer testimonials can make your business seem more legitimate and can later humanize a marketing strategy, should you feature a review on your website or other material.
How do I Ask My Customers for Testimonials?
You have a few options when it comes to asking customers for testimonials. But, the more you ask, you’ll find some methods are more effective than others.
Follow up email: At the end of a project or sale, send a follow-up email. Programs like MailChimp can do this automatically, or it can be done manually. This will depend on your business. Ask them to leave a review on your Facebook page or send a short Google Form or Survey Monkey.
Offer one up: If you’re striving for testimonials, chances are your clients are too! Offer a testimonial swap and attest to your client’s character just like they’ll do for you.
Be complimentary: If you’re polite with a client, they’re more likely to write a positive review. Express how you enjoyed working with them and how you were so honored to work with them.
What if I Get a Negative Testimonial?
A negative review doesn’t need to make or break your reputation. But, if you get anything under a five-star review or someone is airing their grievances online, contact them immediately. First, politely reply to their review on Facebook, apologizing. Then, state that you will be contacting them privately to discuss the experience and what you can do to improve. It’s hard to please everyone, so try not to let it get to you. So, simply address the situation and move on, evolving your business.
Want to Improve Your Reputation Management?
Digital Resource is staffed with highly trained and talented internet marketing specialist who can guide you through the digital realm. So, contact us today to learn how our services can benefit your reputation management!