What’s Better Than a Super Bowl Ad for Your Business?

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These days, running an ad during the Super Bowl can cost upwards of four million dollars for a 30-second spot. While this gives you a large amount of exposure, it also can do a lot of damage to your wallet. … Continue reading

What’s the Most Effective Source of Advertising? (Hint: It’s not your website)

In a ReviewInc survey conducted in late November of 2014, with 2,042 respondents comprised of 63% males and 37% females, it was shown that 36.4% most preferred to consult reviews on Google+, Yahoo, Yelp, etc. before making a business service purchase decision.  In the same survey conducted in 2013, 34.9% indicated that reviews were most important.

To conduct the survey, respondents were asked:

When choosing a service or professional (such as a doctor, mechanic, plumber, attorney, etc.) what is most important?

Survey respondents could only make ONE selection to indicate what was most important. With the choices placed in random order, these were the results:

Key Age Demographic Differences

55% of the 25-34 age group reported that Reviews on Google+, Yahoo, Yelp, etc. were the most valued resource to refer to when making purchase decisions. This compared to 41.90% of the 18-24 year-old set that chose Reviews on Google+, Yahoo, Yelp, etc.

This shows just how important online reviews are with the younger crowd. With technology ever-prevalent, young people have mostly been using devices such as smartphones and tablets to get most of their information. This is why it is crucial to pay attention to your online reputation.

Age groups that chose Reviews on Google+, Yahoo, Yelp, etc.In this survey, senior citizens (ages 65+) still preferred the Traditional Yellow Pages. 25.80% of those ages 65+ chose Traditional Yellow Pages.

This goes to show that even though the use of online reviews is gradually rising, the tried-and-true Yellow Pages Book still remain to be a constant among the older generations. So varying your marketing mix with your marketing efforts is also very important.

Age groups that chose Traditional Yellow Pages Groups

Population Density Differences

While we expected higher density populations to prefer Reviews on Google+, Yahoo, Yelp, etc. more than less dense populations, we were surprised at the preference levels of lower density populations.  Of the urban population, 41.10% preferred Reviews on Google+, Yahoo, Yelp, etc.  Not too far behind was that 30.20% of the rural population, which showed a preference to Reviews on Google+, Yahoo, Yelp. etc.

Cities are where many may not only work, but dwell. Often, people commute from suburban and even rural areas to work in the nearest city. So it makes sense that these individuals are consulting online reviews, likely from their work computers and mobile phones, when making purchasing decisions. But even though there are more people in the inner-cities, it is equally important to pay attention to your client-base in rural and suburban areas.

Population Density groups that chose Reviews on Google+, Yahoo, Yelp, etc.

Key Income Bracket Differences

The study revealed that higher earners had a tendency to consult online reviews when making a purchase decision. Of those earning $100K or more annually, 66.70% indicated that online reviews were most influential. This further underscores that reaching the segment with the most discretionary money requires excellent online reviews.

Key Conclusions

  • If you’re investing in your business website but are ignoring your online reputation, you are likely missing out on a huge opportunity
  • Online reviews still overall the most valued resource in purchase decisions, even above a company’s website
  • Online reviews prevalent for high earners (and even more so in urban settings)
  • Yellow Pages still among the top resources for people aged 65+ but have little influence over the younger population

Interested in a free consultation on how to improve your online reviews and overall reputation management? Give us a call at 1-877-9REVIEWS or email us at support@reviewinc.com today!

Low-Tech Customer Feedback

 

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A sign displayed at a local Albertsons soliciting feedback.

We recently got a grin from a sign displayed at a local Albertsons asking patrons to give their feedback.  It looked very low-tech; almost like an elementary school science fair poster.  Perhaps that was intentional, but hey, it did get our attention.  However, they did get one thing right; feedback from customers is invaluable.

Both small and large business owners alike recognize the value of collecting feedback from their customers.

Without this feedback, businesses would not be able to evolve into the best versions of themselves, a version that is not only fulfilling but exceeding their clients’ expectations.

That being said, there are a multitude of ways of collecting this feedback. Be it by simply asking them in person, asking them to fill out a piece of paper with a few questions, or now having the ability to ask them to go online to leave their feedback with you.

But it’s not enough to just gather their feedback for internal use. You must now also take into consideration the prevalence of online reviews sites such as Yelp and Google+.

Review sites like this now pose another obstacle: maintaining your online reputation.

Studies show that online reviews can have a significant impact on the amount of business comes through the door.

While some of the more tried and true fashions of collecting feedback (in person, paper, etc) have proven to be successful to an extent, these methods are limited in the scope of what they can do.

Take, for example, the paper approach. You have all these slips of paper with some solid feedback from customers, but how do you track the data? Do you then have to have a person manually input these into an Excel spreadsheet and manually generate charts to make sense of the data?

How about the current survey options? If you are already online and have the capability to collect feedback online, that’s great. However, that is only covering the feedback collection process; you still have to consider monitoring your online reputation on  review sites like Yelp and Google+.

So what is the solution?

ReviewInc provides both of these capabilities. You can privately collect feedback that you can use internally. And the private feedback you collect that happens to be positive, you can then encourage those same people to share their glowing reviews of your business to review sites such as Yelp and Google+. Additionally, you can monitor your reputation across several different review sites simultaneously without having to go through the hassle of visiting each review site individually.

Interested? Give us a call at 1-877-9REVIEWS for a demo today!

STUDY: 86% of Consumers Willing to Pay More for a Service Provider With Higher Ratings and Reviews

A recent survey comprised of 1,239 random adults in the United States was conducted to determine the influence of online reviews in the selection process of residential services, and here’s what was found:

– A heaping 86% stated they were willing to pay more for a service provider that had higher ratings and reviews.

– The amount of people claiming to find online reviews ‘extremely’ or ‘very’ valuable when evaluating residential service providers clocked in at 68%.

– Quality of service and cost topped the list of important details outlined in online reviews for respondents at 87% and 78%, respectively.

– As much as 56% of respondents reported using online resources to find their most recent residential service provider.

– Still, a large majority (74%) regularly consult Yelp in the selection process of a residential service provider.

 

Willingness to Pay More for Better Reviews

Willingness to Pay More for Providers with Positive Reviews

Contrary to the popular belief that many will pick the cheapest option, one of the most compelling findings of this survey was that the overwhelming majority (86%) reported being willing to pay more for a service provider that had more positive reviews.

“Consumers highly value their dollars spent, and are typically willing to pay a higher price for what they believe is a better service or product,” explains Chris Sullens, CEO of Marthon Data Systems.

 

High Level of Value Placed in Online Reviews

Value of Reviews in Evaluating Residential Service Provider

As many of us are well aware, there are several different ways to go about searching for a residential service provider. One of them being the trusty ol’ Yellow Pages.

But with the advent of the world wide web, it is becoming clearer than ever that online reviews are fairly prevalent in purchasing decisions, as evidenced by this study.

You’ll see that nearly half of respondents considered them ‘Very valuable’ and only 1% considered them ‘Not at all valuable’.

“Putting an emphasis on customer relationships can certainly help,” says Sullens. “If a business consistently provides high-quality services, competitive pricing and quote accuracy, positive word-of-mouth from satisfied customers will come easily.”

 

Yelp Still the Top Performer in Most Used Online Reviews Sites

Most Used Online Reviews Sites

Ah, Yelp. Can’t live with it, can’t live without it.

When the Google search results data from the study on plumbers in the top 30 U.S. cities was broken down, Yelp still dominated at 43%.

“People are often surprised to hear that, of the 67 million reviews on Yelp (as of Q3 2014), only 20 percent of the reviewed businesses on Yelp are restaurants, and 11 percent of the reviewed businesses are in the home and local services category,” says Morgan Remmers, manager of local business outreach at Yelp.

Overall, this study shows that online reviews continue to be a strong influence in purchasing decisions. A reputation management tool such as ReviewInc could certainly help to boost your awareness of how your online reputation is faring online. Contact us at 1-877-9REVIEWS to set up a demo.

This study was conducted by Software Advice.  For full report, please contact us at support@reviewinc.com.

Umami Burger – Turning Collecting Feedback Social

The Manly Burger - Umami Burger, San Francisco

The Manly Burger

A popular burger chain, Umami Burger, has taken collecting feedback and turned it into a social activity. Umami token After your meal, you are given a token like the one pictured here.

Then, you are instructed to insert the token into a jar by the entrance of the restaurant to describe your dining experience. Your choices are: “I’ve been Umamified!” (positive), “About Average” (neutral), and “We’ll do Better” (negative). This follows the “happy, okay, sad” format that many of us are already very familiar with.

The question becomes: how accurate can this feedback Umami jarstruly be? Are customers pressured to put the token in the “I’ve been Umamified!” jar for fear of how they are perceived by the servers passing about, or even the people waiting in line to be seated?

Further, how are they measuring this feedback? Is there a certain amount of tokens per jar that needs to be hit before warranting a valid measurement?

What happens if people have small children with them that want to be the ones to insert the tokens into one of the jars? What if the child inserts it into the wrong jar and the parent decides to just leave it in that jar instead of reaching in to fish it out and put it into the jar that truly reflects their experience?

For the “We’ll do Better” jar, there are small cards that say, “Red Jar?!? tell us why”. What if someone puts their token in the red jar, but fails to fill out the form? How then do they follow up with them?

Although a very clever concept, it is doubtful that this may be the most effective way to gather feedback from your customers.

An electronic feedback system with automated alerts will measure results and provide up-to-the-minute information – even across several business locations.  With a highly customizable experience, clever graphics and concepts, you may not achieve the same novelty as “tokens in jars”, but you’ll certainly benefit from more accuracy.

Combining a concept like this with a reviews management service such as ReviewInc could certainly help to really collect and measure the feedback you receive from your customers. Not only that, but may improve upon your online reputation and presence in the long run.

Contact us at support@reviewinc.com or 877 9REVIEW for a demo today!