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By Andrew Hurrell 29 Nov, 2017

Online reviews are incredibly important – they can shape the way potential customers view your business, influence people to buy from you, raise brand awareness and customer loyalty, increase online exposure and provide you with an insight into what's working and what's not.  


Surveys have shown just how influential online reviews are. A Zendesk survey found that 90% of participants were influenced by positive reviews, whilst 86% stated that their buying decision was affected by negative reviews.  


We all want positive reviews but it is important to understand that you can't please everyone. We have already written about the best way to deal with bad reviews, but one thing you can do is to fill your review site pages with lots of praise so those few negative opinions get virtually lost in a sea of positivity.  


So how do you go about getting customers to leave online reviews? Here are our top tips:

By Andrew Hurrell 26 Sep, 2017

Attracting new customers can be an expensive business. Yes, it's exciting when a new client comes on board. Yes, there's the thrill of the chase, the satisfaction that comes with making the sale.  


But the fact is that it costs around eight times less to hold on to an existing customer.  


That got your attention didn't it?  


Keeping your existing customers loyal to your business is around eight times cheaper than going out and selling to new people. Therefore, it makes perfect sense that you should do everything possible to keep them happy.  


So what can you do to encourage your customers to continue buying from you?  

By Andrew Hurrell 24 Aug, 2017

Anyone who has worked in a service business will know how vital and valuable reviews are when it comes to shaping buyer decisions.  


A potential customer who has never bought from you before will invariably seek validation from other sources, particularly when the service is expensive and/or intangible. According to research, more than 60% will read online reviews before making the decision to purchase. So ask yourself – are you doing enough to build a strong and positive bank of reviews and testimonials? Are you using them on your site?  


There really is no such thing as too many customer reviews. Yet many of yours may now be buried at the bottom of your Facebook page or LinkedIn business profile. So before you start trying to generate new reviews and testimonials for your business's website, why not recover and recycle your existing ones?

By Andrew Hurrell 12 Jul, 2017

So your business has had a negative review... and life is over right? You'll never sell another product again. Everyone will think you're a failure. Your business will fold. You'll lose your house, your family and all your worldly possessions. You'll never find work again. You may as well just give up now and go to live alone in a dark cave, far away from the rest of humanity.  


Ok, stop.  


Yes, customer reviews are incredibly important. Yes, research shows that they have a massive impact on your business. And no, it's not nice to discover that not everyone thinks you're doing a good job. But a negative review doesn't have to spell disaster – in fact, if you deal with it in the right way, it can actually benefit your business.  


But the important thing is to make sure you know how best to respond to a negative review.  

By Andrew Hurrell 05 Jul, 2017

The only opinion that matters is your own, right? Well, yes, if you're talking about self help books. Not so much when it comes to the way others view your business.  


But it's just not very 'British' is it? We don't like to talk about how proud we are of our business. We don't go out of our way to ask people to provide feedback about our products or services. We just expect everyone to instinctively know that we do a good job, right?  


But that fact is that online reviews really can make or break a business. They can influence a person to buy into or avoid your business, increase your online exposure, instil trust in your brand, help you connect with your customers and gain an insight into what may or may not be working.  


So it's imperative that you start monitoring review sites and understanding how customer feedback can impact your business.  


We will discuss the best way to deal with negative reviews in a later article but for now, let's focus on the good – or at least constructive – customer feedback.  

So what are the benefits?

By Andrew Hurrell 01 Jun, 2017

It’s because fake reviews, or negative reviews, can cause you damage and how you deal with them depends on how much damage they cause.

I’ve come across a really good example of how to respond to a fake, negative review.     And just let me explain, this review that I’m going to show you isn’t fake in regards to that it’s real.     It’s real because Google have allowed it to go on there and this somebody has an Google account. In my opinion, I believe that it’s not a customer of this business.     My experience tells me, in reputation management, that this person didn’t do any business with this company.     Anyway, let’s crack on; let’s show you what I mean.

I came across this because we were doing a little bit of research.

Double glazing in Poole is a search that I’ve typed in into Google and so the usual comes up, the ads and then you’ve got the three-pack.

Now, Seyward Window Company Limited has three reviews, so on the surface of it, you think, yes, that’s good.

But once you click through to the company to find out more where you can check out their reviews…

By Andrew Hurrell 05 Apr, 2017

This is quite brief as it’s really simple and yet really impactful.

So I’m going to show you an example, I’m going to use our old friends “Plumbers Bolton” because it’s a really good example to show you.

I’ve Googled Plumbers Bolton and Google runs off and does its stuff and it firstly brings up the ads, and that’s fine. It then brings up what we term “The 3 Pack” which is the “Google My Business” Pages for businesses.

By Andrew Hurrell 12 Jan, 2017

I thought I would give you an update on the new service that Facebook have launched, but still very softly, going into 2016 and it’s an update from the previous article and video that I did in   December 2015 .

It is about Facebook Professional Services, now before I give you the update here’s a recap:

Facebook have launched something that looks very similar to our friends at Google, and it is all about Facebook users can now find good local businesses via reviews and ratings as far as Facebook is concerned without moving away from Facebook.

So if you are a local business this is really important to yourself going forward.

Now we believe but it is only an assumption that this is going to be based around reviews and ratings and how you’re ranked and how often those come through.

There is a couple of actions needed here, one of the questions I got asked from the previous broadcast was, how do we find this page Andrew? I have tried to find it but I can’t find it. You will find it at

www.facebook.com/services

and that takes you to the search screen. So that’s how you find it at the minute.  Without knowing that information you won’t find it. I think they are just keeping it under the wings at the minute as there seem to be a few little bugs and it doesn’t run true on all searches.

So here’s a search I have done.

Two actions that you need to take, the first one, fairly obvious, if you haven’t got a Facebook business page, then you’ll need to get one – they’re free. You’ll need to create one or get somebody to create one for you and make sure you put in all your details and most importantly make sure your address is listed on that page – because unless you have got a Facebook business page then Facebook won’t know you exist. It is not like Google. Google will pick up on your website, etc.

This is how we are seeing it anyway so it will pull up your Facebook business page.

Second little job which is not so little as it’s ongoing; is to make sure that you appear in the top three or four. It’s the same thing as Google again, if you are not on that first page, or definitely the first or second page, then unfortunately you are less likely to get the phone call.


By Andrew Hurrell 18 Nov, 2016

Hot off the press!!

I’ve only just been alerted to the fact that this is happening.

Facebook are shaking the system up and going into 2016 – if you’re a business and you trade locally, you’ll want to know about what I’m just about to show you.

Facebook are trying to claim – by the looks of things – the search for good business section when it comes to consumers. So when consumers are searching for the right business, they are obviously trying to set this up so that you stay in Facebook as a user and you find your businesses there.

It’s called “Professional Services.”

They’ve launched it but haven’t let anybody know so I suppose in the marketing world, we’d call it a “soft launch”. It looks like they’ve put a bit of time and effort into it though and at some point, they will publicly acknowledge the fact that this is going on inside Facebook, and so I wanted to give you the first head’s up of how it works.

So this is the page, and fairly obviously, it looks very Google-like in a way – really simple.

By Andrew Hurrell 11 Aug, 2016

In fact they’re poles apart…

Let’s look at whisky. So bear with me on this. Whisky, I don’t drink whisky so I might not get this totally correct. But whisky gets better the more maturer it is. The more aged it is. So if you buy an eight year old bottle of whisky you’ll pay such and such a price, if you buy a… say a 40 year old bottle of whisky (if there’s such a thing) you’ll get that at a dearer price because there’s a dearer perceived value, it’s more mature, so it must be smoother, it must be nicer and therefore you’ll pay a lot more for it.

If you’ve got reviews, testimonials in your business that are years old it is a known fact they are less relevant to what your consumer is looking for.

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News, Articles and Advice

By Andrew Hurrell 29 Nov, 2017

Online reviews are incredibly important – they can shape the way potential customers view your business, influence people to buy from you, raise brand awareness and customer loyalty, increase online exposure and provide you with an insight into what's working and what's not.  


Surveys have shown just how influential online reviews are. A Zendesk survey found that 90% of participants were influenced by positive reviews, whilst 86% stated that their buying decision was affected by negative reviews.  


We all want positive reviews but it is important to understand that you can't please everyone. We have already written about the best way to deal with bad reviews, but one thing you can do is to fill your review site pages with lots of praise so those few negative opinions get virtually lost in a sea of positivity.  


So how do you go about getting customers to leave online reviews? Here are our top tips:

By Andrew Hurrell 26 Sep, 2017

Attracting new customers can be an expensive business. Yes, it's exciting when a new client comes on board. Yes, there's the thrill of the chase, the satisfaction that comes with making the sale.  


But the fact is that it costs around eight times less to hold on to an existing customer.  


That got your attention didn't it?  


Keeping your existing customers loyal to your business is around eight times cheaper than going out and selling to new people. Therefore, it makes perfect sense that you should do everything possible to keep them happy.  


So what can you do to encourage your customers to continue buying from you?  

By Andrew Hurrell 24 Aug, 2017

Anyone who has worked in a service business will know how vital and valuable reviews are when it comes to shaping buyer decisions.  


A potential customer who has never bought from you before will invariably seek validation from other sources, particularly when the service is expensive and/or intangible. According to research, more than 60% will read online reviews before making the decision to purchase. So ask yourself – are you doing enough to build a strong and positive bank of reviews and testimonials? Are you using them on your site?  


There really is no such thing as too many customer reviews. Yet many of yours may now be buried at the bottom of your Facebook page or LinkedIn business profile. So before you start trying to generate new reviews and testimonials for your business's website, why not recover and recycle your existing ones?

By Andrew Hurrell 12 Jul, 2017

So your business has had a negative review... and life is over right? You'll never sell another product again. Everyone will think you're a failure. Your business will fold. You'll lose your house, your family and all your worldly possessions. You'll never find work again. You may as well just give up now and go to live alone in a dark cave, far away from the rest of humanity.  


Ok, stop.  


Yes, customer reviews are incredibly important. Yes, research shows that they have a massive impact on your business. And no, it's not nice to discover that not everyone thinks you're doing a good job. But a negative review doesn't have to spell disaster – in fact, if you deal with it in the right way, it can actually benefit your business.  


But the important thing is to make sure you know how best to respond to a negative review.  

By Andrew Hurrell 05 Jul, 2017

The only opinion that matters is your own, right? Well, yes, if you're talking about self help books. Not so much when it comes to the way others view your business.  


But it's just not very 'British' is it? We don't like to talk about how proud we are of our business. We don't go out of our way to ask people to provide feedback about our products or services. We just expect everyone to instinctively know that we do a good job, right?  


But that fact is that online reviews really can make or break a business. They can influence a person to buy into or avoid your business, increase your online exposure, instil trust in your brand, help you connect with your customers and gain an insight into what may or may not be working.  


So it's imperative that you start monitoring review sites and understanding how customer feedback can impact your business.  


We will discuss the best way to deal with negative reviews in a later article but for now, let's focus on the good – or at least constructive – customer feedback.  

So what are the benefits?

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