It can take years for your business to build trust and loyalty from its customer base. But one bad review by someone with a large following can undo all that hard work and tarnish your business’ online reputation.
Today’s consumer is getting smarter and is relying more and more on information that can be gathered online, most notably from online reviews. According to a recent study, 92 percent of consumers read online reviews for local businesses. More telling though is that 87 percent won’t even consider – let alone make a purchase – from a business with a low rating.
In response to these trends, savvy businesses are being proactive and seeking out ways to manage and improve their online reputation. One way to do this is by implementing a platform to solicit and manage online reviews from your best and happiest customers. Below are three tips that can help mitigate the harmful effects a negative review might have on your online reputation.
Older reviews carry much less weight with consumers. In fact, according to that same study 69 percent of consumers believe that online reviews older than three months are no longer relevant. That means it’s imperative for your business to continually collect reviews because newer reviews are more relevant and will give potential customers a better idea of the type of product or service they will be receiving
Frequency of reviews is a close cousin to recency. You may have a recent review or two, but if your business isn’t reviewed on a more frequent basis it might be off putting to potential customers and have an adverse effect on your online reputation.
Finally the quantity of online reviews plays an important role in the consumer decision making process. It is second only to overall star rating. Here’s one way to look at it. When you go out to a restaurant on a Friday night, do you want to go eat at a place that is empty or do you want to eat at a place with a full house. Many people would be more apt to eat at the busier restaurant, especially if they don’t have a personal experience. Similarly, if your business only has a few reviews – regardless of sentiment – it could push people toward a business with more reviews.
To improve the recency, frequency, and quantity of online reviews, many businesses are turning to online review management platforms like the one offered by Podium. Organizations that take a proactive approach to online reviews are able to attract more customers by improving local SEO and increasing exposure on review sites like Google, Yelp, and Facebook. Request a demo to learn more about how Podium can help improve your business’ online reputation.
Request a demo to see how Podium’s efficient, mobile process can help your business collect 15x more reviews than traditional platforms. This will, in turn, improve local SEO and ultimately boost revenues.