For those unfamiliar with sites such as Yelp and Google+, it may be hard to understand just how much of an impact customer reviews have. Nowadays, online reputations of companies simply can’t be ignored, especially when 97% of customers say that they read reviews on local businesses. Just a few negative, unanswered reviews can have an impact on how well your business does, no matter what industry you’re in. Keeping track of and actively managing your reputation online is essential when appealing to a wider customer base.
People Often Search for Businesses Online
The phone book has been long abandoned. Instead, people now tend to consult the internet to find a service or product they’re looking for. Reading reviews left by both happy and unhappy customers tends to influence what company they’ll select. Even if your business has a brand new website running, an active social media page, and shows up on the first page of Google, bad reviews can make customers think twice about choosing you.
You’ll Interact More with Customers
Whether you’re replying to a positive or negative review, a professional response from your business looks better than radio silence. Answering reviews lets you speak directly with your customers and strengthen your bond with them. If it’s a negative review, you have the chance to make improvements and incorporate your customer’s feedback into your business’s daily operations.
Bad Reviews Can Turn into Good Ones
Customers want to know that their grievances are taken seriously by the companies they’re writing to. Responding to a negative review and setting things right with the customer will make them more inclined to give your business another chance. It’s not uncommon for these individuals to go and revise their review to a more positive score later on.
Potential Customers are More Likely to Trust Companies with Five Star Reviews
Five star reviews really matter to people who are looking for a new business. When a business has several, consistent great reviews, it signals that it’s trustworthy and consistently has happy customers. Actively working to build up your online reputation will help you achieve a higher overall rating. As you respond to unhappy customers and ask satisfied ones to leave reviews, you can see your reputation really take off.
Positive Reviews Set Your Business apart from the Competition
If customers think highly of your business and recommend you online, you have a leg up over other competing firms. People are likely to trust the opinion of strangers on the internet when it comes to deciding on a company. However, not all companies are investing their time in maintaining their online reputation. By replying to your reviews, you’ll be gaining loyal customers that other businesses won’t have.
Customers Expect Quick Responses
According to a study done by Edison Research, 42% of customers complaining on a social media outlet want a response from the company within an hour. Once this time window is over, it may be more difficult to win their trust back. A reply made a few days after the review was posted won’t be as effective. If you leave the work to a company specializing in reputation management, you can rest assured that these customer interactions will be quickly taken care of.
Having an exceptional online reputation is one of the best ways for customers to trust in you. It shows that you’re an honest company in your field of work that customers choose time and time again. Don’t wait until a reputation disaster has already struck. Get started on reputation management to build up the character of your business over time.