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Facebook Reviews: Why aren’t you using them? © Brightspark Consulting 2016.

How To Do Facebook Reviews The Right Way

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Page 1: How To Do Facebook Reviews The Right Way

Facebook Reviews: Why aren’t you using them?

© Brightspark Consulting 2016.

Page 2: How To Do Facebook Reviews The Right Way

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

Page 3: How To Do Facebook Reviews The Right Way

● 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!

Page 4: How To Do Facebook Reviews The Right Way

What Do People Think?

Page 5: How To Do Facebook Reviews The Right Way

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

Page 6: How To Do Facebook Reviews The Right Way

Do You Know Where To Find Facebook Reviews?

Page 7: How To Do Facebook Reviews The Right Way

● Timeline feature

● Tab under cover pic for easy access

● Section is located on the bottom-left hand side of your page

How To Find:

Page 8: How To Do Facebook Reviews The Right Way

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!

Page 9: How To Do Facebook Reviews The Right Way

Make Sure You Know About Them!

Page 10: How To Do Facebook Reviews The Right Way

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!

Page 11: How To Do Facebook Reviews The Right Way

● 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

Page 12: How To Do Facebook Reviews The Right Way

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

Page 13: How To Do Facebook Reviews The Right Way

● 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!