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Most people expect film reviews, but what about the theaters that host them?

Having good customer reviews is more important than ever. Millennials, who are quickly taking over the market, rely on reviews more than their parents did and like to make purchases collaboratively (with input from friends, family and even strangers on the internet). According to a report from Barkley, nearly 40 percent of millennials base purchase decisions on online reviews and comments, versus just 25 percent of non-millennials.

 When a potential customer is searching online for where to see that new summer blockbuster, you want your theater to pop up as the best location, with rave reviews from past customers as proof.

But we’re a movie theater. How would people even review us?

As a movie theater, much of what you serve your customers is another company’s product (the movies). However, there are still many aspects of your theater that you control, which make or break a customer's movie-going experience.  

Since customers spend the majority of their time watching the film, you only have a few chances to show them how great your particular theater is. Here are three ways you can ensure your customers have a delightful movie experience – and then share their experiences online. 

  1. Provide superior in-person customer service.

These days, when so much is done online, the few in-person interactions your customers have with your brand are even more important. Deliver excellent customer service, and then make sure to provide an easy-to-find link or code where customers can share their experiences online. Include a sign near the ticket counter and the concession stand – the places people will think about their interactions and have a moment to write a review.

  1. Make cleanliness a priority.

The cleanliness of your theater is a key factor that potential customers will consider before choosing your business. After drinking so much movie theater soda, theatergoers are sure to want to use the restrooms. Keep bathrooms spotless – and then post a QR code on the walls to provide a convenient way for patrons to let you know how they feel about the cleanliness of the bathroom as well as the theater itself. We’ve all been to that theater where the floors were just a little too sticky for anyone's liking. If that sticky floor belongs to your theater, your customers will broadcast it online.

  1. Engage your audience.

Once your customers have purchased their popcorn, chosen the perfect seat and are eagerly waiting for the featured presentation to begin, it’s a great time to ask for a review. Before the previews start, use the screen time to provide a link for customer reviews. Patrons will be more likely to pull their phones out and kill some time. Additionally, have a QR code on the ticket stub that links customers to a review site, allowing them to easily share their experiences with the world once they are home. 

While there are plenty more ways to implement practices that encourage customer reviews for your movie theater, these suggestions are a good place to start. Managing your online reviews requires a great deal of time and energy. ReviewMaxer is an easy and effective way to improve your online reputation. Watch this free demonstration today to see how ReviewMaxer software works. ReviewMaxer provides simple links and QR codes that you can use to gain more positive online reviews and address the negative reviews on a personal level. You can resolve issues one on one before customers post publicly about their negative experiences, so you can keep your business’s reputation intact.

Photo credit: Pablo

Written by: Macey Wilson


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Parents use online reviews when they make child care decisions

For parents, finding the right child care center can be a daunting task. There are many factors that go into making the decision, such as cost and location. However, for most parents, the most important factors are the quality of the center and the staff, which they base on the staff’s education, experience, the class size and more.

It’s hard for parents to leave their children in the care of someone else, which is why many parents spend a lot of time researching facilities to find the best possible option.

Parents find information about child care centers, like the teacher-child ratio and caregiver experience, on their websites and through on-site visits. However, parents are relying more and more on information they get from other parents whose children have attended the child care centers. They want unbiased opinions from parents who know firsthand how reliable the care center is, what activities it offers and, most importantly, how the center treated their children.

Reputation

At the end of the day, there are minor differences between one great child care center and another, and it’s the reputation of a facility that truly makes it stand out. This is why online reviews are so important to the child care industry. Two centers can have equivalent levels of experience and similar activities, and it will be their online reviews that set them apart.

A single negative online review on your business can cause a loss of credibility and discourage other parents from enrolling their children. On the other hand, positive reviews can drive parents to your business. In the child care industry, word-of-mouth and positive reviews are essential to success.

You can make sure your reputation stays positive with ReviewMaxer, which allows you to monitor, manage and promote your online reviews. You can reach out to those with a negative experience to address and fix issues, while promoting positive reviews that boost your reputation.

When it comes to child care, parents will do their due diligence and pick the centers with the best care and reputation. By monitoring reviews from one central dashboard, you can ensure your business maintains a positive reputation.

Watch this free demonstration today to see how ReviewMaxer software works.

Photo credit: Pablo

Written by: Andrea Benaim


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Facebook does great things for marketers and businesses on its platform

Recently, Facebook launched new features that improve your business’s online presence.

It’s very easy to set up a Facebook business page, where you can give information about your company and the services or products you offer. Now, Facebook offers customers an opportunity to leave reviews and ratings for your business on your business page.

Check-in’s: A few years ago, Facebook began giving users the option to check in whenever they visit a particular area or business. With this new update, you receive an automatic notification on your business page when a customer “checks in” to one of your physical locations. Using this feature, you can take note of frequent customers and read comments on their experiences.

A full 24 hours after your customer visits your business, Facebook sends the customer a notification with the option to leave a review on your business’s Facebook page about his or her experience. Customers are more likely to provide reviews at this time because it’s so soon after their visit. It’s an easy, streamlined process all within the same app. The bonus for your business is that Facebook sends the requests for reviews, so it doesn’t seem as if you’re hounding your customers for their reviews.

Recommendations: Another new feature that Facebook recently launched is the option for users to leave recommendations for others. Facebook introduced this feature a few months ago, offering users a chance to ask for recommendations when updating a status. This is a great asset for businesses that have a positive online presence. When a Facebook user tags your business within the comments of the recommendation status, a box will appear as a preview to your business’s Facebook page showing its overall rating.

With the advancement of technology and social media platforms, creating a strong reputation online is extremely important for any business. It can be overwhelming trying to manage customer reviews, which is where ReviewMaxer can help! When you use software like ReviewMaxer to manage your reviews, it’s easy to protect and even improve your online reputation.

Watch this free demonstration today to see how ReviewMaxer software works.

Photo credit: Pablo

Written by: Amanda Murguido


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Hint: Don’t do this!

It’s no longer enough for an organization to create a basic website and call it a day. In today’s digital world, if your business isn’t active on social media, you’re missing an essential marketing component.

The same goes for customer reviews. In fact, according to a recent survey, while 35 percent of consumers say that one negative review can convince them not to purchase a product, an overwhelming 92 percent of consumers will hesitate to buy if there are no reviews at all. This means that having zero customer reviews is actually a much bigger problem than having one negative review among the positive ones.

Even the best companies receive negative reviews, and they know there’s a right way to go about addressing customer complaints. Lots of companies struggle with how to deal with negative feedback on Yelp, but that’s just one platform. Many companies now rely on their Facebook pages for business listings, ad promotion and customer reviews. Because it’s a social site that’s fraught with oversharing, you need to be especially attentive when dealing with unfavorable feedback. If you aren’t careful, you could easily be swept up in a commenting storm that has serious consequences for your brand’s reputation.

The most famous example: Amy’s Baking Company

After Scottsdale, Arizona, restaurant Amy’s Baking Company appeared on an episode of Gordon Ramsay’s “Kitchen Nightmares,” the owners took to the company Facebook page to defend themselves from an onslaught of negative comments. On the show, Ramsay actually gave up on the couple and walked off for the first time in the history of the series, deeming them too difficult to work with. After the episode aired, the owners proved that they were not, in fact, victims of clever reality TV editing. Their social media updates quickly escalated to the point where they verbally attacked commenters, threatened legal action against them, and then – like so many social media cautionary tales before them – claimed their page had been hacked.

Amy’s Baking Company was already in trouble; it had garnered dozens of negative reviews on Yelp and Google and further unsavory details emerged about the couple after their “Kitchen Nightmares” episode aired. Their infamous Facebook meltdown pushed things over the edge. The company eventually closed its doors.

What happened with Amy’s Baking Company is an over-the-top example, and it certainly doesn’t represent the norm. But it’s a lesson every business should learn about how social media practices impact customer loyalty and brand image.

The number one rule of online reviews: You should always respond to negative Facebook posts, comments and reviews. By choosing to stay silent, you allow the consumer to have the last word and give the impression that you simply want the problem to go away. You should also fight the temptation to remove negative posts, which could actually backfire, as consumers will be suspicious if every review is overwhelmingly positive.

Use caution when responding

In the same way that you should never write an email while angry, you shouldn’t respond to a negative review if you’re feeling angry or hurt. If you need to, take a few hours to calm down before responding. Be respectful of the customer’s opinions and respond in a way that shows you want to make it right. When you respond to negative reviews with patience and sincerity, you send a clear signal to your other customers.

Dishonest reviews

What about the times when a customer is actually dishonest in a review? While your first instinct may be to aggressively defend your reputation, don’t. Apologize for the customer’s experience, point out any false details without addressing blame or becoming defensive and make every attempt to make it right. Even if there’s nothing you can do to change a customer’s mind in a particular circumstance, other customers will see how well you handled the situation.

Above all, you shouldn’t take personal offense to Facebook comments and reviews, but you should take them seriously. By responding in a prompt and thoughtful manner, you can turn a bad experience into a positive impression.

Consumers expect businesses to be active on social media, and they use customer comments and reviews to help them make buying decisions. Every business should take steps to generate customer reviews and carefully respond to negative reviews. (It’s a nice touch to respond to positive reviews – a simple “thank you” will do.) A reputation management tool can help you keep track of your online customer reviews and your all-important online reputation.

Watch this free demonstration video to see how ReviewMaxer software works and how it improves your online reputation.

Photo credit: Pablo

Written by: Matt Harding

Matt Harding is the founder and creative director at Fan & Fuel in Carlsbad, CA. The design and digital strategy group creates branding, e-commerce, social media and digital marketing solutions to connect audiences in the manufacturing, service, retail and lifestyle trend markets.


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Reputation management software helps companies hear what customers are saying

In the real world, you hope that your satisfied customers would be kind enough to spread the word about your services or products. Unfortunately, you have no way of knowing if your customers actually use the power of their voices to tell others how amazing your company is.

But you can find out if they spread the word virtually. Customers are frequently leaving feedback on popular review sites such as Google+, Yelp and TripAdvisor for the entire world to see. Have you researched your company online? Did you know that 87 percent of people will not choose your business if it has a one- or two-star rating and/or several negative reviews?

Why your business needs online review management software

Through review managing software, you will be able to give your customers a voice. The concept is simple: After they do business with you, customers will receive a notification to review your company. With positive reviews, they will have options to post their feedback on the most popular and trending review sites, earning your business recognition and trust among consumers. And here’s the best part: If customers leave negative reviews, the software conveniently provides them with options to post on lesser-known review sites.

Reviews aren’t the only thing you should be concerned about; the stars play an important role too

Would you eat at a restaurant with a three-star rating? If given a choice, you would most likely select another one with a better rating. A three-star rating only convinces 57 percent of people of the credibility of a business, and most customers will pass on anything below that. Here’s the kicker: A business with a four-star rating will entice a whopping 94 percent of consumers.

What happens if your business has negative reviews?

According to researchers from Cornell University, unfavorable reviews can mean the death of your business. It’s harsh, but research doesn’t lie. New businesses are especially at the mercy of customer reviews if they want to remain in the race, but all business owners should seriously consider investing in online review management software to help them encourage positive feedback to counteract the negative reviews.

Don’t gamble with your business’s future!

It’s critical to manage and control online reviews and complaints on your business in order to protect your reputation. It’s also useful to increase your company’s star ratings and positive feedback on review websites to grow awareness of your brand. ReviewMaxer can do both. This powerful, cloud-based software provides its users with a proactive review strategy to quickly and easily manage reviews and comments from more than 500 sites. Sign up for  a demonstration to see how the ReviewMaxer software works and read the blog for more tips and resources to protect your company’s reputation and increase consumer recognition and trust.

 

Photo credit: 123RF Stock Photo

Written by: Paul Cook


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3 ways your company can gain more positive reviews

Facebook mobile now includes a company’s review star average, making positive online reviews even more important to businesses. The review star average is prominent, so when potential customers go to your Facebook page to decide whether they want to eat at, buy from or do business with your company, having a high review star average will be crucial.

According to Entrepreneur, a three-week survey of U.S. internet users revealed that more than one in three wouldn’t eat at a restaurant that had less than four stars. The internet plays a huge role in the consumer’s decision-making process. Let’s say you’re on vacation and you use Facebook to research the restaurants recommended by the front desk. One restaurant has three stars and the other has four and a half. Which restaurant would you try first?

Company reviews are very important to modern consumers, which is why Facebook made them even easier to access.

Here are three ways you can encourage more positive online reviews:

      1. Offer an incentive.

This is a win/win situation. The customer receives a coupon after leaving a review – positive or negative – for his or her next visit that encourages him or her to come back to your business, which could result in another purchase from that same customer. 

      2. Engage with your customers.

Customers want to be heard. For positive reviews, responding with “Thank you for the great review!” or simply liking the review goes a long way. For negative reviews, responding quickly and genuinely is important.

      3. Turn negative reviews into positive ones.

  • When a customer leaves a negative review, apologize and then offer an incentive for that customer to return. This gives your company a second chance to make a better impression, and hopefully the customer will go back and rewrite his or her review.

    You can accomplish all three of these tactics with reputation management software.

    We recommend ReviewMaxer. It’s proactive in reaching out to customers who had a positive experience but aren’t motivated to leave a review, while also reaching out to customers who had a negative experience before they go online and vent, potentially causing your review average to decrease. You can also offer coupons and discounts that encourage customers to leave reviews, and you can thank customers who left positive reviews as well as make amends with customers who left negative reviews.

     


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