Companies that don’t have reviews are missing out on a tremendous opportunity to grow their business. Reviews have the power to gain customer trust, and they also encourage people to interact with the business. Customer interaction ultimately leads to sales, which of course is good for your bottom line. However, in order to achieve a high level of customer interaction, you need to respond to your online reviews. In essence, Responding to your reviews shows that you value your customers and the feedback that they leave about your business.
Responding to online reviews also helps you improve your local SEO (Search Engine Optimization). This gives your business a better chance of dominate Google Maps 3 pack, which are the top three spots that appear below the map of a local search result, the most important place for a local business!
The good news is that responding to online reviews is a simple, affordable step you can actively take in order to engage customers who place a top priority on human connection. We currently live in the era of automated phone systems and digital assistants. Although they are meant to improve the overall efficiency of your business, these electronic solutions often leave your customer base feeling disconnected, which easily leads to frustration. However, the personal touch of a custom response to an online review goes a long way in helping your business stand out from the competition.
In todays market customers really do expect businesses to reply to their reviews, and FAST! A 2018 survey conducted by Review Trackers showed that 53.3 percent of consumers expect a response to reviews within seven days. Our guess is that it’s much faster today.
In another statistic from Google it says that businesses who respond to reviews are 1.7 times more trustworthy than companies who don’t. It’s not a big jump, but it’s a significant one that could have significant impact on your business.
In essence, it shows that your business not only listens, it also cares. When you personally thank someone for providing an online review it enhances their overall experience with your business in a positive way. It also increases the likelihood that they will purchase your products and or services and even become repeat customers. Most consumers are far more likely to return to a business that replied to their online reviews. By responding effectively to positive customer feedback you’re broadcasting an incredibly important message.
It shows people that you’re a friendly and approachable business. Just as importantly, you’re conveying the message that your brand is both credible and legitimate. Thoughtful, personalized responses put consumers at ease that you’re not out to scam them in any way. They may even decide to click on your website from the online review portal. Once a customer visits your website, you have an opportunity to sell them your products and or services directly. Responding to negative online reviews is just as important.
By acknowledging the dissatisfied customer with a response, rather than downplaying or even ignoring the bad review, not only can you potentially keep the customer, you’re also informing potential customers that your business is reliable, responsible, and ready to help.
Thrive Online Reputation Management provides businesses with a turnkey service that not only generates positive reviews; it also attracts more customers or clients. It truly matters what people are saying about you online. We can help ensure that they are saying good things about your business. Please contact us today for more information. We look forward to working with you.