Disgruntled customers can trash your reputation online…just as easily, happy ones can make all the difference
The world has changed. Just a few years ago, your clients might tell a handful of people about their experience – good or bad – in your salon. Now, they can tell millions with the click of a mouse, thanks to the proliferation of review sites online.
Review sites have become a major cog in any salon’s marketing systems. Millions of people make their travel decisions based on the reviews they read on Tripadvisor (www.tripadvisor.com). Millions more choose a restaurant based on the reviews on Urban Spoon (www.urbanspoon.com) and others like it. For many small businesses, particularly in the hair & beauty industry, they can be the difference between attracting a new customer, or repelling her.
That reviews have become so important makes sense; studies show that more than 70% of people now make their buying decisions after doing an online search.
Getting a review score like this (for one of our Worldwide Salon Marketing member salons, Lady at Bay in Sydney) can do wonders for your ‘Reputation Management’ online.
The trouble is, many salon owners are often unaware of their online reviews, a situation that’s spawned a brand new industry called ‘Reputation Management’, with some companies paying thousands of dollars a month to consultants just to manage, monitor and enhance what their customers are saying online.
In this interview, listen in as founder of Worth of Mouth Online, Fiona Adler explains why businesses need not fear their reputation will be trashed online…
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For the full interview, Members can log in to the Worldwide Salon Marketing Members Only ‘sealed section’ website here. ‘
Want help with your online reputation? Call Worldwide Salon Marketing on 08 9443 9327 (North America 250 590 0449, New Zealand 09 476 1592)
