Say What?! Do You Know The Odd Truth About Reviews?

How often do you get honest feedback about how you’re doing? I mean, honest….it doesn’t NEED to be brutal, just a truthful, balanced opinion from someone, based on their experience. A large number of businesses are scared of feedback and reviews on their various social media pages. This is despite the fact that this is an important form of social transmission and enhances the word of mouth referrals they value so much in the off-line world. These can make or break a business.

Social proof is a fuzzy concept to some, but basically it is an accumulation of the clues in our environment we use to make decisions when we don’t know the truth (a H/T [Hat Tip] to Mark Schaefer for this clear definition!) Reviews are one avenue for prospects to check you out if they’ve never heard of you before and are considering buying what you offer. Nielsen reports that 84% of people say that online reviews influence their buying decision.

There are two components to successfully working with customer reviews.

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Trusting [?] Facebook

What you can find on Facebook is all over the map! As a channel for conversation, community, communication and entertainment, it has really grown and branched out. For a lot of small business owners that I talk to, it is both an opportunity and a jungle. They are aware that the chances to grow their audience, deepen their engagement and conversation with their customers and fans, and build a trusted presence online are available. But somewhere, deep down, they’re just a little unsure of it all. When they go to their profile pages and scroll down their timelines, they see So Much that is not business. Cute videos, political barking, blatant advertising (including ads for things that they, IN NO WAY, want to have anything to do with…) and just A Lot Of Stuff. How can they trust their message to all that?

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