Whether you are visiting a new business or making a big purchase, such as a vehicle, doing extensive research is an important step. Reading reviews is part of the research process that gives us an idea about the business and any red flags we should be aware of. Many times this leads us to Facebook, where customers will post their thoughts on the business’ page.
Document Current Processes At All Customer Touch Points
Facebook has gotten rid of generic reviews and transformed them into recommendations. On your Facebook page you will now see a section for “reviews & recommendations.”
Well, what’s the difference?
Facebook no longer wants customers to give a simple star rating or yes/no reviews. With the recommendation feature, customers now choose whether they recommend or do not recommend a business. This allows them to explain why they do or don’t recommend, instead of just clicking on a star rating.
Here is an example of what it will look like when a customer goes to recommend your business:
When clicking yes or no you must type something in order to leave your recommendation
Even though there is no option to leave a star rating, they have not disappeared from your page.
This is what Facebook says those stars are based on: “This rating is based on how many people recommend or don’t recommend the Page, as well as any past ratings and reviews it may have. You can influence (businesses) rating by leaving a recommendation on its Page or recommending it to your friends on Facebook.”
This feature has many mixed opinions on why businesses like it or not. Think of it this way: In the past, maybe your dealership had received 1 star with no context as to why. Now, with recommendations, you can read in-depth why someone is not recommending your business and improve upon those things and make changes to better your dealership. Customer loyalty is imperative for all businesses, so as a business owner or employee, responding to and being as transparent as possible will help future recommendations.
If you have any further questions about this feature, reach out to your social media specialist here at PCG Digital, and we will be happy to help!