When it comes to the busy and crowded food and beverage industry in the Middle East, customer reviews and restaurant ratings can make the difference in the success of a business. In the boom and bust of the GCC F&B field, outlets rely heavily on customers opinions to drive in more potential customers, digital platforms amplify this and necessitate a need for a strategic best practice when it comes to promotion and reputation management.
A 2017 Google Local Search and Online Reviews Survey reported that more than 50 percent of consumers check out online reviews when searching for businesses and brands to patronize. The same survey also found that more than 67 percent of respondents said that half their searches generated a visit to the local business they were researching, which effectively translated into sales. In this crucial digital environment, reviews and ratings have the potential to dictate consumer behavior.
In order to achieve this valuable customer feedback F&B outlets should first grasp the ability to deliver high-quality customer service within their restaurants. Providing superior service and amenities right off the bat is the first step in obtaining great reviews and prompting customers desire to “shout” about your business online. You must also demonstrate to your customers that their opinion matters, whether by posting signage in your outlet or text onto receipts prompting consumers to leave reviews of their experience on your social media pages or on direct survey sites.
Once you’ve received feedback don’t overlook the ability to capture and evaluate this information to use it for your business. That is where social media monitoring and engagement tools like Localyser step in to do the work, by managing locations ratings and reviews across the Web. For example, Localyser’s interface allows operations managers, social media and digital marketing managers to more quickly respond to reviews, pass on operational improvement recommendations to your business, and engage with more customers to secure constructive reviews that will increase search engine visibility.
Finally, supporting a system of honest feedback, both good and bad, is a key component of building customer trust and loyalty to maintain long-term business success. Polite and engaged responses to negative and positive reviews goes a long way in reputation management and customer engagement by proving that you are listening, you are responsive, and that you care.