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How does my review engine work?

The core of your review engine revolves around the “Rate & Review” form located on the front page.  This is where people can rate and review your company.

Here is an example of the Rate & Review form;

Form components:

  • Name: we do ask for a full name from the review. However, we never publish a last name.
  • City & State:  This is incorporated as a keyword link to your primary web site on the individual review page
  • Email: We do ask for an email from the reviewer.  This is used in the notification that you receive when a review is placed.  We also use it to send an automated “thank you” message to the reviewer.
  • Product or service drop-down:  You can specify categories of products or services that your company offers and let the user select from a drop-down.  This is also incorporated into the keyword link on the individual review page.
  • Rating:  We use a 1-5 star rating scale.  How they rate you dictates how the rest of the form works.
  • Title of Review: this is a brief title of how they feel about your service

 

If the reviewer rates you with a 3, 4, or 5 star rating: the form looks like this.


  • Full Review:  This gives them the opportunity to share more specific details about their experience with you.

 

If the person is not happy and gives you a poor rating of either 1 or 2 stars, then the form changes into more of a customer service tool.

Instead of a “Full Review” field, the form turns into a customer service opportunity by asking the question “how could we have better served you?”  It also asks if they would like a followup phone call and if so, the best number to reach them at.

This is a great way to show them that you are interested in their feedback.  If you get a negative review, be sure and respond to them personally.

Once they hit submit, the magic begins …

Here’s what happens when they hit the submit button:

1. You receive an immediate email with the content of the review

2. A review is created in the system and posted to your review engine.

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Review Publishing Options:  In your review engine settings, you can decide how to handle review publishing options and what threshold you consider a positive review.   By default, all premium members’ reviews are sent to the “waiting room” to be moderated before going live, versus “Lite” members are set to publish automatically.   For more information on these settings, see how to publish a review.

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If the review is positive with either a 4 or 5 star rating:

The reviewer is directed to a “Thank-you” page.  On this page we ask them to share the review with their friends by clicking and sharing on their social networks.  It looks like this:

This feature is a very powerful way to generate referrals and tap into the power of “earned media” … people talking about your brand in a positive (and free) way.

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Review Autoresponder Email

All review engines have the ability to send an automated email (autoresponder) to the reviewer after they have have written a review.

  • Gives you the opportunity to thank them for the feedback (again)
  • If you’d like, you can include a token of appreciation gift or special, such as a Starbucks gift card or a special offer on their next visit (note: we don’t recommend “bribing” them up front when asking for a review, but prefer to thank them after the review is placed).  (Premium Feature)
  • If the review is positive with either a 4 or 5 star rating, we include a link to your Google+Local page and invite them to leave a review on your Google+Local listing as well as a favor to you (Premium Feature)
  • If the review is not positive with a 1-3 star rating, the email turns into a customer service opportunity with an apology that you didn’t meet their expectations and a willingness to follow up with them to see what you could have done better.  Again, a great customer service/follow-up tool.

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And that is how your review engine works.  Pretty nifty, huh!

 

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