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Online Reviews: An Introduction

Last year, I packed up my family and moved us to a new apartment, a process I liken to having a root canal, only with less sitting, fewer painkillers and far more cursing. I hired movers for the job, and was pretty impressed with their humor, chill attitude, and the fact that one of the guys kept right on working despite needing to bandage a wound on his palm with paper towel and duct tape.

Yes, I tipped, but then they told me that if I was really happy to give them a review on Facebook. This was a first for me, but it made sense. This was a Maine micro business at its core, just starting out. Online reviews were pretty critical in generating good word-of-mouth.

Making your own business available to online reviews is a double-edged sword. The folks at Yelp acknowledge this on their guidelines for responding to reviews: “Negative reviews can feel like a punch in the gut. We care deeply about our business too, and it hurts when someone says bad things about our business. For you founders and sole proprietors out there, a negative review can even feel like a personal attack.”

Sometimes a business can do everything right, but there may be no pleasing a customer who has had a terrible day, perhaps because he’s just spent the entire week DRIVING AROUND A MOVING VAN THAT GETS 5 MILES TO THE GALLON AND WOULD IT HAVE KILLED YOU TO INCLUDE THE EXTRA SAUCE IN HIS TAKE OUT ORDER LIKE HE ASKED?!?! ONE STAR!!!!!!!!

Sorry about that flashback.

The point being, is it worth buying into online ads? Yes, but it takes courage.

Unlike traditional print reviews written by critics, online reviews keep coming, and coming and coming, so long as internet-savvy folks keep using your products or services. The advantage of this is that each day is another day to get it right, to improve your weaknesses and build upon your strengths. Here are a few more popular choices to get you started in this brave new world:

Yelp is enormously popular, having garnered more than 115 million reviews last year. Making money off ad revenue, Yelp is free for both the business itself and for consumers. Seemingly everything — from local restaurants to doctors, from prisons  to showgirl supply stores — gets reviewed through their website or mobile app.

The company uses an algorithm to  weed out fake reviews or reviews written by owners about their own businesses. Yelp’s relations with small businesses hasn’t always been rosy, as owners have complained that the algorithm weeds out positive review and leaves negative ones. Yelp admits its algorithm isn’t perfect, but the company has become so ubiquitous, so popular since its 2004 founding that utilizing Yelp makes still makes sense.

Facebook reviews are a pretty organic extension of your existing business’s page. And it makes all the sense in the world to utilize this free service. As we’ve noted before, 79 percent of American adults who use the Internet use Facebook.

Like Yelp, you can respond to reviews positive and negative. Search Engine Journal also notes that Facebook reviews will be giving Yelp a run for its money, in part, because Facebook is already integral to our everyday lives: “Facebook is a platform that nearly everyone uses on a daily basis. We use it to document our lives, connect with friends through Messenger and check into businesses. It’s the one-stop shop for us to get everything we need to get done, from collecting information about our friends, finding news and stories to read and to watch cat videos.”

Google, like Facebook, is seemingly everywhere. Similarly, it only makes sense to integrate product and service reviews with the search engine giant, especially considering how powerful and important Google Maps has become for finding, well, anything.

Our theme for February is “Loving Your Favorite Businesses Online.” Leaving a review, whether on Yelp, Facebook, Google, or elsewhere, is one way to give a business a boost. Stay tuned for other ways you can share the love this month!

Facebook Live And Facebook Ads: An Experiment

Rumor has it that advertising/boosting Facebook Live videos is less expensive and more beneficial than other types of Facebook Ads.

Of course, we wouldn’t just rely on a rumor. So we ran a little experiment where we boosted two posts (a Facebook Live video and a blog post we wrote) with the same amount of money for the same seven day period. (Like any good experiment, you should only change one variable at a time!)

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Some interesting things we can see right away.

  1. The blog post I promoted wasn’t styled sexy. I could have worked a little harder to make it visually compelling, especially for mobile.
  2. The video got way more direct engagement (clicks) and reach (views) than the other post.
  3. The blog post got more comments and shares, which we could argue is more ‘deep’ than someone liking or viewing.
  4. We didn’t use tracking links or any real call to action (ex: email newsletter signup) to see if these drove actual business. So not an entirely amazing experiment on all fronts.

One experiment can’t definitively prove anything, but our results show that Facebook is making Live video ads a cheaper prospect to those willing to give them a shot. (I will say, it is cool Facebook let’s you pick your thumbnail; don’t settle for the one they give you!).

Nicole runs Breaking Even Communications, an internet marketing company in Bar Harbor Maine. When she’s not online, she enjoys walking her short dog, cooking with bacon, and trying to be outdoorsy in Acadia National Park.