Online Reviews & Reputation Management
What Are Online Reviews?
Online customer reviews serve to highlight, whether positive or negative, aspects of your business, including products, services, purchase interactions or customer support engagements. Reviews range in thoroughness and comprehensibility and do hold a powerful effect on the behavior of your audience, and ultimately, your brand.
The Power Of Online Reviews
The number of consumers utilizing online reviews to help in their decision process has incrementally increased throughout the years, even despite the fact that those posts are by complete strangers. A consumer review survey* found that 88 percent of consumers trust online reviews as much as a personal recommendation. The same survey found that only 12 percent of the population did not regularly read reviews for consumer products.
Where Are Online Reviews Found?
The most popular online customer reviews are found:
• General search engines that provide local results, such as Google or Yahoo
• Directory sites such as Yelp and YP.com
• Niche sites such as TripAdvisor for travelers and UrbanSpoon for restaurants
• Paid review sites like Angie’s List
• Social media sites like Facebook
While these sites contain direct reviews and star ratings, there are other forms of online reviews, such as third party blogs posts and articles as well as comments on your business blog or social media post
Do Negative Online Reviews Affect The Bottom Line?
No business likes a bad review, and as a business owner, you want to maintain a positive online reputation through these reviews. Unfortunately, miscommunication and mistakes happen in every business, and at some point most businesses get one or more negative online reviews. They can have a direct affect on your business and may hinder a consumer’s decision to buy from you or not. It is very important to stay focused on getting consistent positive online reviews.
Some details included are credited to Forbes.com.
*2014 Consumer Review Survey by BrightLocal.