What is the ROI of Customer Reviews?
So, the other day I got a call from a prospective client who wanted to meet about a web project he had for his business. We agreed to meet and everything went pretty well (in my opinion anyway).
As I was getting up to leave I casually asked him, "By the way, do you remember how you found us?"
He explained that he had done a Google search for Boise web design companies and had filtered his search by those that had a minimum number of customer reviews (at least 15), explaining, "We are in an industry that is driven by customer reviews, so that's something we look for in our vendors as well."
Now, here's where it gets pretty interesting...
About two weeks ago we had exactly 2 Google reviews. This wasn't necessarily because we don't have any happy customers (although I am sure some ex-clients wouldn't invite us to their wedding or whatever), but more because we hadn't made an effort to ask them to review us.
I mean, how often do you think about going onto Google and leaving a review? If you're anything like me, probably not very often, I'd guess. But that week, for whatever reason, I made a decision to ask a select group of about 20 clients to leave us a Google review. Fifteen of them did and it bumped us up to a total of 17 reviews, just making our prospect's cutoff number.
Now, think about that for a second. Had I not made that effort to get more reviews I would have never even made the cut to go in and present! Forget closing the deal...I wouldn't even have had a shot at it. And the kicker is, I would have never even known I could have been in the running!!
How do you calculate the ROI on stuff like that? What is the ROI of good customer service? Of having a clean store? Of having service techs that wear deodorant? Or whatever.
What are missed opportunities - that you aren't even aware of(!) - costing your business?
It was sobering to say the least. I have always said that marketing is a lot like death by 1,000 paper cuts. It's never the one big thing that is going to drive your business results. It's the hundreds or even thousands of little things that - in aggregate - lead to bottom line results.
So, a little challenge for you this month:
Put together an email campaign, a phone campaign, or a customer outreach program of some sort to get more reviews. Google reviews, Facebook reviews, Yelp reviews...it doesn't really matter. Be bold and ASK. I think you will be surprised to find how willing they are to help you.
And, just to prove that I take my own medicine, if you haven't already and we have done business together before, I would be forever grateful if you were to leave us a review on Google too. Just click the link below:
I hope you have a fabulous March and if you need anything at all (even if it's just to bounce an idea off me) please do not hesitate to ask.
Until next month,
P.S. If you would like to learn how to create that review link like I did above just go here: Create Review Link