Reviews, reviews, and more reviews! One factor that is insanely important for your product's or service's success is reviews, and unfortunately, it's something that a lot of small business owners forget to think about in general. Reviews are your credibility, your reputation and a way to grow your business and you need to pay attention to them.
With the advent of online shopping, customer purchasing habits have changed completely. Here are some interesting statistics, According to a survey conducted by Fan & Fuel (2016), 94% of online customers read reviews before making any purchasing decisions. For product-specific information, Spiegel Research Centre (2017) shows that 95% of shoppers read reviews before making a purchase. Now more than ever, just letting your customers know that your product or service exists won't take you very far. Customers just don't believe in marketing hype anymore! They want to know another customer's first-hand experience with your product or service. On average a customer reads at least 7 reviews before making a decision on your product or service.
How does this impact your business
Obviously, it has an enormous impact on your business, because not only are reviews an evaluation of your product/ service, they are also a way to interact with your customers and a starting point to build a relationship of trust. According to Gallup, creating an emotional connection with your business has been shown to increase revenues by 23%. Therefore you need to make it a part of your small business growth and customer engagement strategy.
What should you do?
Firstly, if you have a business make sure you have reviews in the first place, good ones. Some businesses don't even realize that they already have a reputation online, the best way to learn is to Google your business. Did you know that 63.6 percent of consumers say they are likely to check online reviews on Google before visiting a business according to a survey by Reviews Tracker? If you don't have a review, ask any of your happy customers to review you on Google, or Facebook. What if you get a negative review? You need to respond to your review immediately, 53 percent of customers expect businesses to respond to negative reviews within a week according to Reviews Tracker. Responding means caring about your customers and building a trust relationship. Negative reviews are not all bad, sometimes they make your business seem more credible. A rating of 4.7 is more trustworthy than all ratings of 5.0. The important thing is to try and address your customer's concerns in a timely manner. It isn't just enough to keep your customers "satisfied" but to fully engage with them.
Where do customers leave reviews?
The first and foremost place customers leave reviews is Google, Google is the primary search engine of the world and gives customers an easy way to leave a review. Although it would be nice to get reviews everywhere, Google should be the first place you should ask your customers to leave a review. According to ReviewTrackers’ data, 63.6 percent of consumers say they are likely to check reviews on Google before visiting a business — more than any other review site. So if you are asking for reviews, ask them on Google first. The next place would be Facebook. Facebook has become more and more popular and offers customers an easy place to leave a review of your service/product. Reviews also increase your SEO and help you rank higher on search engines.
The bottom line, reviews are extremely important and are the primary source customers find out about your products or services. It is important to deal with both negative and positive reviews in a timely manner. For further help talk to us, firstname.lastname@example.org