Independent Banker - March 2022 - 34

PORTFOLIO
ā—ˇFOCUS MARKETING
The ups and downs
of customer reviews
When customers look up businesses online, reviews are one of the
first things they see. These community bankers share how they collect
positive reviews, and how to respond to negative ones. By Jen A. Miller
ord of mouth isn't always
enough to keep a business
shining in the spotlight anymore.
" Your digital footprint outside of
your own properties is increasingly
how decisions are made, " says Rob
Birgfeld, executive vice president and
W
chief marketing officer for ICBA.
" Customers do their due diligence to
make decisions that are important
to them, especially their financial
security. Today, that typically
involves input from other customers
and peer sets. "
Today, customers value the
opinions of strangers. According
to a recent Bright Local survey,
79% of consumers say they trust
online reviews as much as personal
recommendations from family or
friends. In addition, the survey
found that 94% of consumers say
positive reviews make them more
likely to use a business.
Community banks need to pay
attention to what's being said about
them in those spaces. Encouraging
positive reviews and responding to
unhappy customers can be a boost
to business.
Where to look for reviews
Northpointe Bank, based in Grand
Rapids, Mich., keeps an eye on the
big review sites, like Google and
32 Q ICBA Independent Banker Q March 2022

Independent Banker - March 2022

Table of Contents for the Digital Edition of Independent Banker - March 2022

Table of Contents
Independent Banker - March 2022 - Intro
Independent Banker - March 2022 - Cover1
Independent Banker - March 2022 - Cover2
Independent Banker - March 2022 - Table of Contents
Independent Banker - March 2022 - 2
Independent Banker - March 2022 - 3
Independent Banker - March 2022 - 4
Independent Banker - March 2022 - 5
Independent Banker - March 2022 - 6
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Independent Banker - March 2022 - Cover3
Independent Banker - March 2022 - Cover4
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https://www.nxtbook.com/mspc/independentbanker/december2021
https://www.nxtbook.com/mspc/independentbanker/november2021
https://www.nxtbook.com/mspc/independentbanker/october2021
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https://www.nxtbook.com/mspc/independentbanker/august2021
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https://www.nxtbook.com/mspc/independentbanker/april2021
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https://www.nxtbook.com/mspc/independentbanker/december2020
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https://www.nxtbook.com/mspc/independentbanker/december2019
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https://www.nxtbook.com/mspc/independentbanker/december2018
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https://www.nxtbook.com/mspc/independentbanker/february2018
https://www.nxtbook.com/mspc/independentbanker/january2018
https://www.nxtbook.com/mspc/independentbanker/december2017
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https://www.nxtbook.com/mspc/independentbanker/october2017
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