Why do Online Reviews Really Matter?
1. Most consumers trust reviews/ opinions posted online.
“I saw it written online, so it has to be true.”
You may laugh at that statement, but it’s becoming more and more true. The internet is one huge mass of opinions. One of the most popular among the review websites is Yelp, which sees approximately 207 million visitors per month.
Keep in mind that a potential customer reads up to as many as six reviews before entering your place of business. That said, what people say about your business truly does matter.
2. Most consumers trust both personal recommendation and online reviews.
These days, the consumer will happily trust not only what their friends or family members say about a product or service, but also what others say about it within an online write-up.
After all, if you take a look at Amazon, for example, you’ll read through many a review which is thorough, thoughtful, as well as personal. In essence, similar to an exchange you’d have with a friend.
3. A customer who is unhappy with respect to a product or service is more likely to leave a review.
This, after all, makes for a simple way to vent a frustration. It feels good to let others know in what way we’ve been wronged. Further, a negative review from someone allows that same person to feel they may save another individual from undergoing a similar experience.
However, we as business owners’ must be aware that bad reviews will occasionally happen. And the best way to deal with them is to be open and honest, as well as courteous. Try your best to put the scenario right.
4. A negative review can be turned into a positive review.
We’ve seen that a negative review can be harmful to business. Online reviews have a huge power to influence. Nevertheless, they need not be a permanent black mark. It’s your opportunity to engage in customer service.
As mentioned in the previous point, engage with the disgruntled customer and aim to put the matter to rights.
5. Most consumers state that positive reviews allow them to trust a business more.
Makes entire sense, really. By reading many negative reviews, it’s hardly likely to encourage a potential customer to actually become a customer. A bad review will frequently stick out like a sore thumb.
However, many positive reviews provide that same potential customer with the knowledge that the business in question can be trusted. The concept being that everyone else had a good or great experience, so no doubt I will also.
Learn more about how to deal with bad online reviews, including how to use online reputation management software here. This may be helpful in implementing some of the tips for online reputation from this article.
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