When it comes to attracting new customers, having online reviews can make or break your next sale. The accessibility to mobile apps such as Yelp or Google reviews at the touch of a finger make your business’s visibility and communication essential to building relations with potential customers.
Consider the following*:
- 97% of people read reviews for local businesses. (BIA/Kelsey)
- 90% of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86% said buying decisions were influenced by negative online reviews. (Dimensional Research)
- 91% of 18-34 year olds trust online reviews as much as personal recommendations. (BrightLocal)
- 93% of consumers say online reviews impact their purchasing decisions. (Podium)
- 94% say an online review has convinced them to avoid a business. (ReviewTrackers)
- Only 13% of consumers will consider using a business that has a 1 or 2 star rating. (SearchEngineLand)
- Four out of five consumers have changed their minds about a recommended purchase after reading negative online reviews. (Cone Communications)
Getting Found Online
With consumers putting an emphasis on the use of reviews for their purchasing decisions, not having Yelp or Google reviews can put your business at a disadvantage compared to your competitors. In Google, search results consist not only of Google reviews found in the Local Listing box but Yelp results and other online review sites as well.
You want consumers to be able to easily search and find online reviews for your business that not only showcase customer opinions and your customer service, but also suggest dedicated responses to those reviews.
Communication and Customers
Online reviews provide your business the opportunity to listen to and speak with your customers. Although indirectly, reaching out to customers who leave reviews—whether negative or positive—helps build a relationship between your business and consumers. Acknowledging negative reviews reassures readers that your business is actively addressing the problem and improving on feedback. Not only will responding to reviewers show the customer they are valued, but it will show potential customers that you are responsive and care about the service they receive.
Just as customers would expect any feedback or comments supplied in person to be addressed, reviewers want their voice to be heard, and acknowledged, so as a small business you need to respond to reviewers.
Start Getting Reviews
No matter if your small business already has a few reviews or you want to start building your reviews, we can help you!
First and foremost, the best way to curb the influence of negative reviews about your business is to generate positive ones. Reaching out to current or previous customers who had an excellent experience with your business is a great opportunity to offer them to share it. If you’re going to be reaching out over email be sure to include links to your company’s page on the key review sites: Google, Yelp and any others that are important to your industry.
*Facts referenced from https://www.qualtrics.com/blog/online-review-stats/