A 2013 BrightLocal study reveals that up to 80 percent of internet users trust reviews of businesses that they read online and decide whether or not to patronize a business on the basis of what they read. Given the significant number of people who consider reviews to be a main factor in their own purchase decisions, it is important that business owners today manage their online reputations accordingly.
Reputation Management
Online reviews can significantly impact a business’ reputation and success. When the reviews are good and people say that they had positive experiences with a company, other customers are more likely to support that business.
In the same way, people who say that they were treated poorly or received substandard products or services influence others to stay away, hurting the business in question. Businesses who want to manage their reputations and their online brand optimization should learn why they should take reviews of their businesses seriously.
It could be argued, however, that bad reviews are better than none. Bad reviews show at least that the business is attracting customers and that it has some visibility within the locality. Even bad reviews can help rank online. No reviews hurt a business’ ranking and also suggest to others that no one shops or visits the company. People may think that if no one else is visiting the business then they have no reason to do so as well.
Owners should still combat bad reviews. They can, for instance, ask that biased reviews not based on facts be removed. They can also post responses to people’s bad reviews and give the business’ side of the story, thereby defending themselves to customers who may question the review’s validity.
At any rate, businesses can benefit from the sort of insight a brand optimization expert like Customer Finder Marketing has to offer.
Sources:
Is that online review site telling you the truth?, CNBC
How to Handle Negative Online Reviews, Entrepreneur