Facebook isn't always the first place business owners think of when it comes to online reviews, but Facebook reviews are becoming increasingly important. Here we discuss how to get Facebook reviews and how important they are.
Everyone from grade schoolers to great grandparents uses Facebook, so if your business doesn't have a presence there, you're leaving money on the table.
No matter what demographics you're trying to reach, a significant chunk of your dream audience is on Facebook, where they're sharing shopping recommendations with friends and perusing reviews written by strangers.
Use the social media giant to your advantage when trying to attract new customers or boost sales by getting more Facebook reviews.
Why Facebook Matters
Once upon a time, Facebook was used only by American college students. Those days are long over.
Facebook reports an average of 1.79 billion daily active users and 2.89 billion monthly active users.
The site's massive audience just keeps growing and, because its members span the globe, you can use it to reach nearly anyone.
Reviews on the Rise
An exciting fact for businesses is that Facebook users aren't only using the site to socialize - they're sharing recommendations.
Consider a recent survey, which included more than 1,000 Americans. It found that Facebook is one of the most popular way consumers recommend or review local businesses.
- 48 percent of consumers reported that they had used Facebook to recommend or review a local business to others within the previous 12 months.
- When asked the same question about other review sites, Facebook stood strong in the marketplace compared to other sites like Google (81 percent), Yelp (53 percent), and Apple Maps (13 percent).
Exposure and Ease
When you ask customers to write Yelp reviews, they may or may not already have a Yelp account, and those who don't are unlikely to open new accounts just to review you.
On the other hand, it's more likely than not that a significant chunk of your customers are already on Facebook, so writing you a glowing review takes minimal effort.
All those Facebook users have built-in audiences: their friends.
If one person writes you a positive review, it's automatically shared with all their connections, which is a huge boost to your exposure that costs you nothing. (Of course, negative reviews spread just as easily, which is why you want your customers to only use Facebook for positive reviews. More on that in a bit.)
Another significant reason to put your focus on getting Facebook reviews is for the trustworthiness it provides your business with. Legitimate Facebook reviews make your business look more reliable and help customers trust you more.
You might wonder how reviews on Facebook differ compared to other review sites. After all, you can get reviews on any other platform too, right? The reviews on Facebook aren’t just about what your customers say, it's also about the credibility of the platform itself.
Customers have a natural tendency to trust reviews made on popular platforms like Facebook, Google, and Yelp. Reviews on less popular review sites can come across as shady and unreliable – even if they're not!
Search Engine Visibility
Facebook pages aren’t only visible on Facebook of course. They also rank on popular search engines like Google and Bing. When someone Googles a service at a specific location, they will most likely see Facebook pages of the businesses that offer that service rank on the first page.
Getting on the first page gives you exposure to 71% of Google’s visitors, greatly increasing your chances of getting new clients. But ranking your website on search engines can be really difficult. Since Facebook is already one of the most-visited sites, your Facebook page will rank much more easily. And…
It's Not Just About Facebook Users
"Okay," you might think, "so people who actually use Facebook might be talking about my business." But it's more than that.
Even non-Facebook users will now see what kind of reviews you're getting.
When you search for a specific business on Google, a box on the right side of the results page shows an overview of the business, with photos, hours of operation and highlights of Google reviews the business has received.
This box also now includes review scores from Facebook and other sites. So if you have high ratings on Facebook, anyone who Googles your business can see that... even if they never go to Facebook!
How to Get Facebook Reviews
The survey mentioned earlier found that 7 out of 10 consumers will write a review for a business if asked.
Here's how to get started getting those Facebook reviews:
1. Create a Facebook page for your business if you don't already have one
Include lots of pictures and information. You can then invite friends and customers to follow the page:
- Navigate to your business page and click on "More" under your cover photo.
- Click on "Suggest Page."
- Follow the directions to upload the email addresses of your customers. Any of those customers with Facebook accounts will then see a recommendation for your page.
2. How to Set Up Facebook Reviews
Make sure you have the "Reviews" tab visible on your Facebook page. It should be there by default, but if not then follow these steps to activate it:
- Go to your Facebook page
- Click on “Settings” on the page manage section
- On the new window, click on “Templates & Tabs”
- Click on the “Review” button to turn it on
To make it easier for your customer to leave a review, make sure the option is visible. You can also change the order of options in the page menu through “Templates & Tabs”.
3. Ask satisfied customers to write reviews
Make a habit of ending transactions with "How was your experience with us today?" or a similar question.
- If the person says that it was good, say something like "Great! We'd love if you'd share your experience on our Facebook page." or "Glad to hear it! Be sure to review us on Facebook." Of course, don't be pushy - casual and friendly gets the job done.
- If the person is noncommittal or negative, ask what you could have done better. If you're able to address the person's concerns, consider asking for a Facebook review. If the person is leaving upset, don't mention it of course.
4. How to Respond to Facebook Reviews
Your review section isn't meant to be a one-sided communication platform. As a business, you should respond to as many reviews as you can, especially the negative ones, to show your customers that you care about them and intend to improve your service.
All the reviews on Facebook are posted in the form of Facebook posts and you can reply to them in the comment section below the review.
Make sure you're replying as your business and not your personal profile. To interact with customers as your business, click on the drop-down menu icon beside your profile picture at the right side of the page and select your business’s profile before proceeding to respond.
5. How to Delete Facebook Reviews
Not every review will speak well of your business. However, even if you're not happy with any negative reviews, you can’t delete individual Facebook reviews. You can only turn off the entire review section from the “Templates & Tabs” option.
But we don't typically recommend turning off reviews on your Facebook page. After all, a few negative reviews amidst plenty more positive reviews is usually completely acceptable.
6. Write occasional posts for your Facebook page
And share photos, information on upcoming sales or events, and funny jokes or anecdotes. End some posts with lines like, "Did you visit during our last sale? Leave us a review to let us know what you thought!" to encourage more useful feedback.
7. Systematize the way you seek reviews
One of the most valuable tools for getting customers to regularly post positive reviews is automated customer feedback software such as ReputationStacker, which sends your customers a simple one-question survey about your business. Happy customers are directed to the review site of your choice where they can post a review, while unsatisfied customers are directed back to you so you can address their concerns. This is the easiest way to consistently get positive online reviews.
What If My Customers Don't Have Facebook Accounts?
Remember, Facebook isn't the only review site consumers use, and you want to have a presence on all the major sites.
If you ask for a review and the customer says, "I don't have Facebook," you can say something like, "We're not picky! We'd love for you to review us on Yelp or Google."
Diversification of review sites ensures that customers can sing your praises across multiple platforms.
Isn't it time you start organizing what your'e doing to get more positive online reviews?
You can do it manually or you can easily reach out to every satisfied customer you have and harness the power of Facebook and other sites by using an automated system like ReputationStacker.