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Facebook Reviews: Why aren’t you using them?
© Brightspark Consulting 2016.
Why They’re Important● ‘Word of mouth’ used
to be the fastest review spreader in town
● Social has changed that● Survey by Nielsen
Global Trust shows that 90% of us trust spoken recommendations
● 70% trust online recommendations
● Facebook Reviews DO influence buying decisions
● Customers use Facebook Reviews a lot...
● But restaurants and other businesses themselves don’t seem to.
● Why?
It’s Underutilised!
What Do People Think?
They’re In Favour!● 50% more likely to
share a bad review● 30% to post a good
review● A positive review
influences 90% of consumers to buy
● 99% of Gen X are likely to share reviews online
Do You Know Where To Find Facebook Reviews?
● Timeline feature
● Tab under cover pic for easy access
● Section is located on the bottom-left hand side of your page
How To Find:
Review Rating ● Very Important● Reviews affect your
star rating● Facebook’s
algorithm determines if your star rating is high enough to be in users’ feeds.
The higher the rating, the higher the reach!
Make Sure You Know About Them!
1. Login to the admin dashboard, select settings, then look left.
2. Under notifications, select ‘get a notification each time there is activity on your Page or an important Page update’.
3. Make sure that all notifications are turned on under ‘Edit your notification settings.’
How To Get Notifications
Option to set all notifications to be sent as an email - might be overkill!
● Respond whether positive or negative
● Good reviews - thank them for their feedback
● Be prompt and polite● Bad reviews are a bit
trickier...
ALWAYS RESPOND!
Image Credit: www.searchenginewatch.com
1. Know the issue and have suitable solutions
2. Respond directly and privately to the poster and attempt to resolve the issue
3. Comment on the public post after the issue is resolved
How To Respond To Bad Reviews
Your response should be empathetic and reflect the tones of your brand.
Image Credit: www.searchenginewatch.com
● Responding could change your star rating
● 33% of customers who post bad reviews will post a positive review after a response
● 34% of these will delete the negative review
● Having a positive presence on social media helps you build an online community for your brand
Make Reviews Work For You
A digital customer relationship through social media is important!
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