In today’s food and beverage industry, success is not just measured by the flavours on a plate but also by the buzz online. Online reviews are now a cornerstone of reputation management, acting as today’s word-of-mouth. Let’s dive deep into the role of online reviews revealing how they can make or break a brand’s reputation and discuss practical strategies that food and beverage businesses can employ to generate more footfall.
The Impact of Online Reviews on Customer Decision-Making
People are willing to pay 22% more for a service if the brand has a good online reputation. It’s also known that 84% of customers trust reviews as much as personal recommendations with almost half of them expecting a brand to have no less than 4 star rating on Google to be considered worth visiting.
Customers’ Willingness to Leave Good Reviews is High
72% consumers are likely to leave a positive review of a restaurant online if they have a positive experience, according to a recent survey by US National Restaurant Association.
This shows that your customer’s willingness to leave a good review in reality is very high, especially if you have met their expectations. What you need to do is to facilitate the process and make it easy for the customer to share their positive experience online.
Strategies for Effective Online Review Management
Regular Monitoring and Prompt Responses:
Appointing someone to monitor reviews across all platforms regularly is a must for the online reputation management for restaurants. This role includes responding promptly to all feedback, thanking customers for positive reviews, and addressing any negative comments with offers to improve the experience.
Engaging with All Reviews:
Positive or negative, every review presents an opportunity. Positive reviews should be celebrated and shared as testimonials of your service excellence, while negative reviews offer insights into areas for improvement. The act of engaging with reviews demonstrates to your clientele that their opinions are valued and considered.
Encouraging Reviews:
The more reviews, the better the insight and the visibility. Restaurants should encourage their customers to share their experiences online, making it as simple as possible by providing QR codes with direct links to review platforms or even integrating review prompts into digital receipts.
Leveraging Review Management Tools:
Reputation management tools like PinMeTo are designed to streamline the process of monitoring and responding to reviews across various platforms. It offers a unified platform for centralized interaction, featuring capabilities such as instant alerts, performance analytics, and advanced search/filter options.This allows multi-location brands to have a streamlined management of Google, Facebook, and Trustpilot reviews, Q&As, messages, and other forms of engagement, all within an intuitive interface.
The Risks of Overlooking Google Reviews for Restaurants
Reduced online visibility:
A recent study showed that Review Signals (first & third party reviews, review quantity, review velocity, etc.) now account for 16% of Local 3 Pack ranking factors.
Overlooking the management of reviews can adversely affect your SEO, leading to decreased online presence and negatively impacting the generation of leads and acquisition of new clients.
Escalating negative outcomes:
Failing to address negative reviews can turn away potential customers. Quick and deliberate replies can help repair any harm done, demonstrating your dedication to satisfying customers.
Damage on trust and reputation:
Lack of engagement in review management may diminish your influence over your online reputation, risking a decline in trust from potential customers who consider these reviews when evaluating your trustworthiness.
To Sum Up
Leveraging online reputation management for restaurants is not just about responding to feedback but also actively listening to your customers and continuously improving to meet their evolving tastes and expectations. By actively managing online reviews, monitoring feedback, engaging with customers, and leveraging insights for improvement - restaurants can enhance their digital presence, attract more diners, and drive growth.
Lily Adamyan, February 15
