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The Most Effective Ways to Respond to Negative Reviews

The most effective ways to respond to negative reviews - YWF

Online review is one of the most important factors that can help your online business reach more trust or vice versa. This is because 84% of consumers trust an online review as much as they would a personal referral. This makes good reviews are welcome and bad reviews are feared by the business owners. Actually, bad reviews do not always have to be bad; in fact, it can be good things if you know how to utilize it. Below are some of the tips that can guide you to turn bad reviews into good opportunity. If you are online entrepreneur or web developer, you might need these tips.

Stay Positive
No one wants to get attacked by a customer, but no one can avoid themselves from negative review. So, what is the best way to cope with this negative review? First of all, do not attack your reviewer. In fact, approach all of the negative reviews with a calm, positive attitude. By performing this behavior, you let customer know that you’ve heard their concerns, without even pointing fingers on them.

The point is not to make your customers feel like the victim, even if you’re not wrong. Furthermore, don’t ignore the review as it will show that your business cares about its customers.

Offer a Solution
When something bad happens, simply offering an apology to your customer won’t do. Your customers want a solution to their problem. Therefore, you need to explain through your respond how you will fix the problem.

Reiterate Your Company’s Policies
Ordinary people will worry a lot on negative comments and they will try their best to avoid that kind of comment. But, wise people know that it is impossible to make everyone happy. So, the only way to conquer negative comments is by turn the bad comments into the positive ones. For example, you can respond by saying, “We’re sorry you had a poor experience. We’ve been doing business for several years and most of our customers leave happy. We’re sorry we didn’t meet your expectations this time around.”

Take the Conversation Offline
Since your negative reviews will be read by many people, so you need to respond immediately on the same platform. However, some things can’t be addressed online; for example, your customer’s personal information should be discussed in private or over the phone. Therefore, you need to provide a direct contact for your customers when addressing these types of negative reviews.

Ask for an Update
Don’t hesitate to ask for an updated review after you solved the problem. So, once you’ve solved the customer’s issue, politely ask them if they’ll update the review online. You can ask them politely, such as “we appreciate your feedback, and would like other customers to know how we’ve solved your issue. Would you mind updating your review to reflect this?” Then, make sure that you thank them for their feedback.

5 Ways to Build Better Online Reputation through SEO

 

How-SEO-can-help-shape-your-online-reputation

The main purpose of SEO service is to optimize any strategy to boost your website rank in the search results. One of the strategies that you can rely on is to show your “human” side of your business. This strategy will make your business seems more relatable and real. But, how can you show your human side through SEO? The answer is simply by collecting and displaying reviews. In fact, positive and negative reviews are used as a ranking factor. Negative reviews cause bad rank to your site while positive reviews will elevate your rank.

How Do I Take Advantage of Online Reviews and Improve my SEO?
Nowadays, customers wish to get better “transparency” from sellers. Transparency as a business means to open up to criticism and feedback. In detail, the action includes as:

  • Allowing employees to talk about your products and services publicly such as through an employee advocacy program.
  • Establishing 1-to-1 communication channel
  • Asking for feedback
  • Not hiding from criticism
  • Addressing criticism publicly

There will be some reviews that may destroy your reputation. Although, you can remove all the bad reviews but it is not a wise move. The best way is to turn the negative reviews to positive reviews through better customer service experience. Here are 7 tips that you can use to uplift your online reputation management:

  1. Monitor Your Reviews
    Apply social keywords when responding to social media messages directed at your brand. Set a Google Alert to notify you of any news posted about your brand. Therefore, by monitoring people’s reviews, you know what people really want and you can improve your product better.
  1. Friendly and Quick Respond
    Read your reviews daily. If you have more time, you can login to view and respond to social media messages multiple times a day. Make these daily routines as your habit, just like checking your email. In short, try to respond any reviews in less than 24 hours.
  1. Have Personality
    You can learn from many famous online businesses. Amazon is a good example. It always comes with a positive attitude and a willingness to help. Besides, it opens up a conversation in a witty style no matter what you have to say.
  1. Think of SEO as your Digital Business Card
    As it is stated above, good SEO strategies will help you boost your business. It works better than any business cards or flyers. In fact, business directory and profile sites help you accurately list your company online and monitor your reviews. Here are lists of business profile sites, that you can get started:
  • Amazon
  • Angie’s List
  • Better Business Bureau (BBB)
  • Bing Places
  • Citysearch
  • Consumer Reports
  • Demand Force (newer review site)
  • Dex Knows
  • com
  • com
  • Google+ Local/Google Places
  • Home Advisor
  • Insider Pages
  • Judy’s Book
  • MerchantCircle
  • Trip Advisor
  • Yahoo! Local
  • Yellow Pages
  • Yelp!

To gain and monitor your reviews, you can list your business on these sites.

  1. Pay Attention to Reviews on Social Media
    Remember that social media profiles are also part of digital reputation management. Therefore, sites like LinkedIn, Google+ and Facebook are best for business as it has important information and people can post their reviews in these social media.

Understanding bounce rate in Google Analytics

Understanding Bounce Rate in Google Analytics

What’s Bounce Rate?

Bounce rate is a metric that shows you how many visitors that do completely nothing on the page they entered. This means they don’t give any response to your internal links on the page. Internal link means a menu item, a ‘read more’ link, or any other internal links on the page. In the other words, Google analytics server doesn’t get any trigger from the visitor.

This will cause Google to think these three things:

  1. The quality of the page is low. There’s nothing inviting to engage with.
  2. Your audience doesn’t match the purpose of the page, as they won’t engage with your page.
  3. Visitors have found the information that they were looking for.

In SEO perspective, it is important to optimize every aspect of your site. By looking closely at your bounce rate, you can optimize your website even further. No wonder many SEO services attempt to keep their client’s page free from any bounce rate.

But bounce rate doesn’t mean bad all the time. In fact, it is okay to have bounce rates in some cases. As bounce rate really depends on the purpose of the page. Bounce rate isn’t a bad thing per se if the purpose of the page is to purely inform. For example, read a post or find an address.

So, the best solution is by creating a segment that contains “New visitors” only. If you discover that bounce rate of your new visitors is high, it’s time reevaluate user engagement with your site. To reduce the bounce rate, you can add a clear call-to-action, a ‘Subscribe to our newsletter’ button. Moreover, being clear from the start with what visitors could expect will also give good point to your bounce rate. There more things that you also need to consider when optimizing your page. For instance, internal links that point to related pages or posts. Having a menu that is easy to use will also prevent your site experience a high bounce rate.

From a conversion perspective, bounce rate can be used as a metric to measure success. Bear in mind changing the design of your page will shake your bounce rate. It will cause the bounce rate increase or oppositely decrease in bounces. This explains why you have low conversion rate.

Or you can also compare your site with other popular pages and learn from the pages with low bounces rates. Usually, an unnaturally low bounce rate is caused by an event that triggers the Google Analytics server. Think of pop-ups, auto-play of videos or an event you’ve implemented that fires after 1 second. Besides, you can also use a tool that can track scrolling counts. This count is helpful as you can know whether your visitors actually scroll down the page and read your content.

This makes bounce rate is different from exit rate. In general, exit rate is a metric that displays percentage of page views that were last in the session. So, it is about users deciding to end their session on your website on that particular page.