Over the past five years, there’s been a phenomenon developing that has been greatly affecting the way consumers choose where to take their business. In an age where the entire internet is basically at everyone’s disposal constantly, the consumer has gone from trying new things on the fly, to getting more and more informed before making a purchase decision and that doesn’t go for just big purchases either. Everything from where to eat dinner to where to get a massage- the phenomenon we’re discussing is online reviews.
You’ve most likely heard about these, maybe even perused through a couple reviews yourself, but how important are online reviews to the growth of your business? Are reviews really going to affect any level of your business? And the answer is yes. Reviews absolutely affect what consumers think about your business and in turn that affects how many consumers will frequent your business, buy your product or use your service. The following statistics will delve in and show you the specifics behind these claims.
How Many People Actually Read Reviews?
As we mentioned earlier, it is quite common for a consumer to have access to a wealth of information at their fingertips. 1.75 billion people worldwide own a smartphone and 85% of consumers shopping say they use their mobile device while they are shopping. What are they looking for online while they are at the store?
90% of consumers say buying decisions are influenced by online reviews. What other people write about your product or service will influence whether or not a new, potential customer will use your business. More and more consumers are Googling the item or business as they are out shopping, to make the most informed decision. Say a consumer is looking to get some dinner, which restaurant will they choose? “Let’s look at our trusty app Yelp or Trip Advisor or Google and find out which one is the best!”
72% of consumers say that a positive review would make them trust a local business more. People are making decisions based on these reviews and the reviews are accessible to just about everyone looking for them!
What About Word of Mouth?
Word of mouth and personal recommendations are, simply put, one friend or acquaintance telling another one about a business. You would love as much positive word of mouth as possible to get more and more people coming to your business, right?
Think of online reviews as an amplified version of word of mouth. 88% of consumers trust online reviews as much as personal recommendations. So if someone goes online and writes a review, it is basically the process of one friend telling another friend that they loved your service, except to a much larger audience! Instead of just reaching one friend or family member, that review will reach every person searching for your business online.
I have Bad Reviews, Now What?
Believe it or not, that’s okay… To an extent! 68% of consumers actually trust reviews more when they see a few mediocre scores sprinkled in. But that is a delicate balance you have to maintain! Too many bad reviews and your overall score will drop significantly to the point where consumers will overlook your business. Most consumers aren’t reading just one review to determine whether or not they will use a product or service though. 35% of consumers will read 2-3 reviews and 33% will read 4-6 reviews before trusting a business.
Another way to combat negative reviews is to change your perspective on them. Instead of seeing them as an attack on your business, look at it as direct feedback for how you can improve your business. This is your customer telling you exactly what went wrong! One of the great advantages of these sites is the opportunity for businesses to reach out to these unhappy customers and learn exactly what they can do to improve the situation. Responding to a negative review online will not only potentially help you get the unhappy customer back as a client, but also it will show other customers reading through the review that you’re a business that cares about your customer’s experiences.
Even going through and responding to the positive reviews will help your image with the new consumers who are looking up your business online! Thanking them and asking them to come back again or thanking them for leaving feedback on a product, it will all improve your image to a consumer looking for a new place to eat or debating on whether or not to purchase your product online. It will make consumers trust you more and thus frequent and use your business.
Every business owner has a lot on their plate and dedicating time and effort to responding to most positive and negative reviews every day might seem like a very tedious and daunting task. Don’t worry, that’s why we’re here! We can manage the responses to your reviews online, both positive and negative, ensuring that when customers search you online, through an app or social media, they will see that you are a business that cares about the opinion of its customers!
Remember, if you have any more questions about online reviews or need help managing them, you can always give us a call at 561-429-2585 or you can visit our internet marketing agency online! We offer services in reputation management among a multitude of other internet marketing services! Call us today so we can help you improve your online presence!
With a business degree from Florida Atlantic University, Julie has years of experience advertising and marketing for several businesses including real estate brokerages and photography companies. She brings her background in writing, graphic design and communications, as well as her experience in the field, when assisting clients with their internet marketing needs. She treats every client with the upmost level of professionalism and care, ensuring everyone who works with Digital Resource has a smile throughout the process!