Review Management: How to Win Business and Influence Customers

Review Management

Everyone who works here is a jerk. It smells terribly bad and the manager is an a**hole.” – Vanessa, TrustPilot

As a business owner, how would you respond to this review? Fight back and tell the customer they’re wrong? Ignore it and hope it goes away? Or apologize profusely and kill them with kindness?

In a world where 70% of consumers look at multiple review sites and read a whopping 10 reviews before choosing a local business, review management needs to be a crucial part of your business success plan.

But with 63% of businesses not checking or responding to their online reviews, we at Process Street, have written this post to help you understand the impact and importance of managing your online reviews.

This post will tell you everything you need to know about review management, including the following topics:

We will also give you access to 14 super-charged templates that will actively help you manage your online reviews. If you’re in a hurry, feel free to jump straight into them:

If you’re curious about what these templates look like, check out this embedded Social Listening Strategy Process Checklist here, or scroll down to find them all embedded.

But if you’ve got time, grab yourself a cuppa and let’s get started!

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How We Use Free Screencasting Apps To Crush Communication At Our Startup

free screencasting apps Screencasts are true powerhouses in team communication; they allow us here at Process Street to convey everything in a concise manner with both visual and audial cues, whilst giving the viewer a resource that they can run through as many times as they want.

Unfortunately, many teams put off using screencasts because you have to:

  • Spend time recording it
  • Wait for the file to export
  • Wait for the video to convert
  • Wait for the video to upload
  • Remember you recorded a video that has now finished uploading
  • Manually send it to the right team member

Whilst conversations are more likely to be forgotten or lost, their ease makes them the go-to method for communication (or, at best, a Skype call). This is a huge mistake.

Using just a couple of free screencasting apps you can record your video, spend three seconds saving it and then have it automatically sent to to the right person. Rather than waiting for your time zones to match up or the other person to reply, you can record, save, then get on with the rest of your day.
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User Feedback: 3 Methods We Tested to Better Understand Our Users

I’ve written before about how we collect feedback on our marketing material and how that helps us write useful posts for our subscribers, but the other reason we gather user feedback focuses on expanding and improving the Process Street app.

With user feedback data, we can:

  • Choose which features to build based on the frequency they’re requested
  • Get data on bug reports which helps our engineering team build fixes
  • See the most common industries and use cases for our product, which guides our marketing in the right direction

Whether you’re in software or not, you still need to be gathering and processing feedback from everybody possible: leads, prospects, free users, and paying customers.

In this post, I’m going to outline the three methods you can use to gather feedback for your company. These are three methods we’ve used ourselves in the past as our business has evolved, so the complexity and usefulness of each method is higher than the last. Which method is right for you?

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How We Collect and Analyze Customer Feedback to Improve Our Startup

I didn’t used to see the point of surveys…

I’m much more comfortable with scraping data, using software and relying on trends based on in-depth studies. I didn’t understand how it could be beneficial to read unstructured feedback from a few hundred people until I conducted a survey myself.

It’s not easy to know if what you’re doing is important for your ideal user or reader. You might believe that a certain marketing campaign or product feature is going to be the next big hit that brings customers, but without hearing the opinions of your audiences, you’re making another shot in the dark.

In July, I sent out the first reader survey we’ve done at Process Street. I built the processes and learned the benefits as I went along, and in this post I want to share them with you.

As a result of the survey, we received hundreds of common problems to solve in our articles, allowing us to create relevant and high-converting content. And, speaking of conversions, the follow-up conversations with respondents landed us a few new users and customers!

For a quick email template and a few hours of data entry, I’d say it’s well worth trying. In this article, I’m going to show you exactly how we surveyed our readers, and how it’s helped us improve our marketing and product. But first, an explanation of what I mean by feedback.

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