Matthew Van Deventer is WebPunch's very own premier researcher, investigative journalist, content writer and podcaster. His ability to capture the scoop is surpassed by none and we are lucky to have him as part of the content team.
Anxiety creeps up as that empty office chair, the one that used to be filled by an exemplary employee who has left to seize new opportunities, swivels in the wind—or at least you thought it did. You keep hearing it creak, only to turn and see no one sitting in it. Your mind plays tricks on you because the workload of the now-gone employee has been spread to the rest of the team—mostly you, though—and the absense is taking a toll on the company. The rest of the team is dragged down, already spread a bit thin and now even more so.
Review management and what you can do to look your best online when people are doing searches for your business. I'm Matt Jones, one of the co-founders of WebPunch, and last week I was in hot Atlanta. With all that back sweat going on, I don't know if people weren't thinking clearly, but I was talking to a guy who told me he had a great reputation online. After I did a search for his business, I could see that he was partially right. He looked great on Google, but looks terrible, I mean terrible on Facebook and Yelp. When I showed it to him he said, "No. I think I look great." The truth is that when you're showing your business in an inconsistent way like that, it doesn't bode well for you when prospective clients are trying to vet you as being a quality business.
When we had our researchers look into how often businesses responded to their reviews, we had them look at how each region—west, midwest, southeast, and northeast— responds to online reviews. When we look at the big picture, companies generally respond to the same amount of reviews no matter where they are in the country, give or take about 10%. It’s still a low number, with around 60% of companies never responding to reviews. We think that’s the most important takeaway from the numbers. No matter where you are or what type of business you’re running, the majority of businesses do not respond to online reviews at all. Conversely, only 40% of company's respond to one to all of their online reviews. According to WebPunch stats, the chance of coming across a business that consistently responds to all of their reviews—and who is not a WebPunch client— is like seeing a full solar eclipse over Wyoming (wait, that just happened). Simply put, we think that’s insane! Responding to online reviews is an inexpensive and effective way to communicate with your customer-base, understand how your operations may need improving,praise your loyal customers, and reel in the ones who had a negative experience.
Let’s be honest, shall we? I’ll start. Numbers are important but let’s face it, we can’t all be good at math. In fact, the new math that my kids are doing these days makes me break out in hives. When I was in high school I was encouraged to drop trigonometry (I didn’t need to be told twice!) and aside from basic math skills, I haven’t needed to use a whole lot of “high-level” math in my daily life.
Hi. I'm Matt Jones with Web Punch. And I'm here to talk to you about how to improve your NPS®. A Net Promoter Score® is a really great way for you to understand the things that you're doing right and wrong with your business, and it can be a great way for others to see how well your customers like the experience that you're offering them. But how can you make that score better? There are a few things. The general process is pretty simple. We're going to obviously start with surveying the client. We're going to ask them the two questions to see what you're doing right and to see what things can be improved upon. And then, we're going to analyze that data.
A couple months ago our researchers took to the dungeons of the WebPunch headquarters to crunch some serious numbers. We had them look at how six different industries respond to reviews and organized them by region and review site (Facebook, Google, Yelp) and looked to see if companies responded to negative or positive reviews, both, or none. Overall, they found that most companies don’t respond to online reviews. When they do respond to reviews, companies tend to pay more attention to one site over a another. For example, the automobile industry responds to Google reviews as opposed to those on Yelp and Facebook. On the other hand, real estate and healthcare companies had a small number of reviews and responses on Google and Yelp, but their Facebook page had hundreds of reviews and often responses to match. Hospitals had reviews numbering in the thousands, many of which were responded to. Independent doctor’s offices, however, didn’t seem to pay much attention at all to reviews.
Sun Tzu was an ancient general in China who was very successful in battle and he wrote a book called "The Art of War." Now, you CEOs may look at your competitors as shadowy figures that are stealing the food away from your kids' mouths, or you might look at them as friendly competitors who are joining you in the potato-sack game of life. Either way, it's important to look at lessons that you can learn from people who've been successful, like Sun Tzu, and see how you can apply them in your business.