Customer Success Story: The Importance of Online Review Generation

This month on the Strive Labs Blog we’re discussing reputation management. By now, we’ve all probably heard the saying that “Your brand is what people say about you when you aren’t in the room.” These days, “the room” is a global network that runs 24/7. With review sites like Yelp, potential customers have access to stories good and bad about customers’ experiences with your business – stories they would have only had access to via word of mouth from friends and family in the not so distant past.

Online reviews affect your business

Given the importance of online reviews, we would like to suggest to you that you need to take a proactive stance in securing reviews from your raving fans in order to attract your target audience. Look at this article from Forbes:

“The number of online consumers who read and trust online reviews is increasing. According to a survey by BrightLocal, 88 percent of consumers trust online reviews as much as a personal recommendation—which is astounding, considering most online reviews are posted by total strangers. The same survey found that only 12 percent of the population did not regularly read reviews for consumer products.

What this means is that not offering user reviews (or ignoring them as a potential marketing opportunity) is akin to alienating 88 percent of your buying population, depriving them of information they want to help them make their buying decisions.”

De Mers goes on to explain that the number of positive reviews you have on external websites might actually have a bigger impact on your rankings than the reviews on your own site:

The more reviews you have on these sites, and the more positive they are, the higher chance you’ll have at ranking in Google’s local 3-pack. Having more reviews for a product means you’ll have a higher conversion rate. A blend of good reviews and bad reviews shows that you aren’t trying to hide anything, and makes the good reviews seem more sincere.

Not only are online reviews critically important to a vast majority of online shoppers, they’re also responsible for securing your online visibility in organic search rankings. encourage reviews however you can—it’s against the terms and conditions of Yelp and most other third-party directories to buy or even ask for reviews directly, but you can always indirectly influence review submissions by making your presence known (and making it easy for users to review you).”

As we’ve discussed in the past, StriveHub makes it easy for you to automate processes related to asking your Promoters for a review. (If you missed Ryan’s Tuesday Tip explaining the nuts and bolts of asking your raving fans for online reviews, you can watch it here).

Spooner Physical Therapy

I recently had the pleasure of talking with one of our customers, Spooner Physical Therapy, a 14 location practice in Arizona, on the topic of review generation. Melissa Fowler, Director of Sales and Client Relations, explained that prior to utilizing StriveHub to automate requests for reviews, Spooner Physical Therapy was prompting staff to ask patients to share their experience by liking them on FB or leaving reviews on Yelp. They also had promotional flyers hanging in their clinics to direct patients to their social media platforms.

Melissa shared that these strategies led to some interaction, but not consistently. She explained, “We would have to remind our staff often to promote our online presence, and with the many duties the staff has, it would get lost in the list of their priorities. While our grassroots approach to growing our online presence wasn’t a total fail-- we did fairly well with what we were working with-- it was just a slow growth process and we needed to speed things along.”

Spooner Physical Therapy has found that StriveHub has been just what they needed. Melissa shared that, “StriveHub has been a huge accelerator in generating online reviews for us! It has helped capture our promoters through the emailed NPS surveys, which conveniently prompt them to leave a review on Facebook or Google. By making it easy to connect with us online, our patients are more willing to share their experience.”

Melissa added that, “Since implementing StriveHub in March of 2016 to the current date, our Facebook likes and reviews have doubled in comparison to the same timeframe of 2015! The majority of our Google reviews have grown since we have implemented StriveHub as well.

This is so helpful to potential patients searching for a physical therapy provider – they can see for themselves what our patients are saying about us so they are able to confidently choose Spooner Physical Therapy as their physical and hand therapy provider."

StriveHub has supported Spooner Physical Therapy in providing a great experience. In closing, Melissa added, “We are dedicated to an excellent patient experience and StriveHub has been a great asset in elevating our awareness of our patient’s perception of their care. NPS® has allowed us to be proactive in our conversations with our employees to ensure they are providing the best care possible, as well as the best overall experience. Our directors are having more coaching and celebration conversations with their staff than ever before. As a company we are growing personally and professionally from the information and feedback the StriveHub program offers.”

Huge shout out to Melissa and the whole Spooner PT team for talking with us! This is just one example of how one of our customers uses StriveHub Reach to generate new patients through positive reviews, but also internally to drive process change.

If you would like more information about how we can help you create and retain loyal customers, sign up for a 30 minute web demo by clicking below!

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Ann Wendel

Physical Therapist, Writer, Speaker, Consultant, Kettlebell Lover. Director of Brand Marketing for @strive_labs and @APTAtweets Media Spokesperson.