68% of users will often go straight to a business’s social media profile to read reviews.
Regardless of whether you sell products or offer a service, customers want to see real people talking about your brand, what you have to offer and if it’s worth their time and money.
Each social media platform has its own individual way of providing genuine information about your business to potential customers who may be using your services or products for the first time, or thinking about using your business.
Ensuring your business has an active presence on social media can make all the difference and here’s why.
Roughly 77% of people read customer reviews before committing to a purchase.
Having online reviews for your business is a sign of trust and authenticity to new customers especially, that your business is genuine and is providing a real product or service.
If your business has zero reviews/testimonials on your website and you have no social media profiles, customers cannot guarantee that what your selling is genuine and will more than likely move on to a competitor who does have more authority online.
Around 88% of customers will trust online reviews more than a personal recommendation.
Even if customers don’t know the people who are reviewing your business, they’re trusted. Customers can see on your Facebook page for example, that it’s a genuine person that’s actively talking about your brand, on their own accord.
There may even be a handful of customers that add pictures of their purchased product with their review, cementing even more that your business is trustworthy.
Star ratings are a symbol that almost everyone understands. They’re used for many reasons to communicate with people that something is trustworthy, genuine and of a high standard.
Instantly without even reading any of the reviews, if your business has a star rating of 3 or more, a huge percentage of customers are far more likely to use your business.
Star ratings can appear under your business name in the search results, Facebook profile, Trust Pilot account etc. Having all of these available for customers to view can only strengthen the authenticity of your business.
Local search is huge. So huge in fact that 67.7% of users searches, result in visiting a local business.
If you’re business is a restaurant for example and someone passed your business but had never visited before, they may search for you online or on Facebook before visiting, to see what people have to say about your food and service.
If your restaurant has no presence online, you may have just lost yourself a customer.
Facebook in particular has the power to solidify someone’s decision. If you have a business account (and you should), customers can visit your page, see your star rating and read the reviews that other Facebook users have submitted.
There may come a time when someone is unhappy with your product or service and because social media is so accessible, many will choose to voice their opinion on your Facebook or Twitter page for example.
This may worry businesses, but actually you should take this opportunity to show all those that follow you online, that you have a working system to satisfy every customer – no matter the issue.
By addressing the issue head on and replying to customers on all these different social media platforms, it’s a great way of showing there are real people behind your social media.
If handled correctly, one negative review won’t really affect someone else’s opinion on your business; they can clearly see that if they had an issue, it would be dealt with effectively.
Different platforms give you different results.
As mentioned above, Facebook is a popular choice of platform for people to get quick information about your business, read reviews and even view pictures that people have tagged your business with. This snappy information allows for users to decide in that moment whether to go ahead and use your business or not.
Although it’s not the place to go for reviews necessarily, Twitter is great for providing fast information to followers and for followers to get quick responses from businesses. A lot of businesses use Twitter as their customer service base and can be used effectively to interact with customers one on one.
Instagram has the opportunity for a different kind of review system, it’s much more visual and provides an environment for customers to post long, detailed reviews that are provided with good quality images. Most brands will choose to re-gram users that have posted something about their brand, creating more of a close community feel.
Social media is powerful, it gives you a stage to billions of people who could become your future customers and you need to give them a reason to use your business – having reviews is one of them! By encouraging customers to review on your social media platforms, you can begin to create a community around your brand, establishing it as trustworthy and reliable.
If your business isn’t set up on social media and you feel your business could benefit from a strong social media strategy, get in touch with us for a chat or you can find more information over on our social media service page, where you can check out our entire social media management process.