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Your online presence is more than what you post on Facebook! The sheer expanse of the internet and the many factors affecting how you are perceived online often make it hard for business owners to feel like they can have any control over how their customers and potential customers view their company. One such difficult aspect of shaping a business’ online presence is managing consumer reviews.
The average internet user has become accustomed to online reviews. Companies like Amazon, for instance, provide a place for, and thrive on, user feedback on products. Yelp, TripAdvisor, Bing, Facebook and Google are all set up for customers to give their own reviews or recommendations on businesses. Many consumers look to reviews for advice before visiting a business or considering their services. One BrightLocal study found that 74% of local businesses have at least one Google Review, and the average rating for all industries is 4.42 stars out of 51.
The impact a negative review has on a business’ ranking and popularity can differ based on the existing number of reviews. A one-star review amidst 50 five-star reviews is likely to have little impact on a consumers’ perspective of a business, however, a one-star review on a business with no other reviews can take its toll.
So how do you go about offsetting a bad review? One way is to get more reviews! Recent positive reviews show consumers that your business is maintaining its standards and that customers are currently happy with your business.
Google reviews can also give you insight into what people enjoy and what people dislike about your company. Use any feedback, positive or negative, to adjust the way you do business. By learning from customer’s feedback, you can ensure new 5-star reviews quickly drown out the older one-star reviews.
Turn any negative reviews into an opportunity by addressing issues. Businesses who reply to negative reviews and publicly try to make things right are often seen as trustworthy even if they themselves have received a bad review. Above all, potential customers want to know that you can take responsibility for mistakes. Reviewers have even been known to update their review based on the effort companies put in to fix issues.
Not sure if your business is on Google to receive customers to review in the first place? Give our office a call and we can work with you to ensure you have all that you need to be successful online!
Already one of our clients? We periodically send out posts on your social media requesting reviews. Boost your reviews through some of the above tips. Our AMSEngage and AMSEngage+ plans include review monitoring and response!