Why Reputation is so Important
ALMOST EVERYBODY READS ONLINE REVIEWS
92% of consumers now read online reviews (versus 88% in 2014).
Consumers today readily have access to information, reviews, forums and social media to evaluate a product or service.
We use this information and we trust it much more than a sales pitch.
Study: 72% Of Consumers Trust Online Reviews as Much as Personal Recommendations
The Local Consumer Review Survey (2012) found a positive shift in consumer trust and appreciation of online reviews.
Approximately 72% of consumers surveyed said that they trust online reviews as much as personal recommendations, while 52% said that positive online reviews make them more likely to use a local business.
92% of users will use a local business with a 4-star rating.
Search Engine Optimisation is important, however if a business’s online reputation is negated by those high search engine rankings, that business will inevitably be losing out on many new customers.
It is not only the stars that are important. Consumers read reviews and consider the star ratings in context. Consumers cast a critical eye on both positive and negative reviews. Fake reviews are common and consumers can be mindful of generic or non descriptive positive reviews. Equally they can be highly critical of negative reviews and may not be as easily swayed by a rude staff interaction or lack of customer service, as they would be a faulty or inferior product or service.
How it Works
Enter your customer’s name, phone or email.
Your customer will receive an email or text message asking them how their experience was dealing with your company.
If it is was positive they are asked to write a review on your chosen review site. If it was negative, they are directed to an internal form for you or your staff to try and rectify the problem.
Manage all of your feedback and online reviews on one central dashboard. Email and text alerts will notify you and your staff when new feedback or reviews come in, in real time.
Service improves, you gain more positive reviews and minimise the incidence of negative reviews. Its a win win for you and your customers.