The Importance of Responding to Online Reviews
Sometimes reviews can injure a company’s status within a community. As a business owner, it is crucial to understand that customers rely on each other’s experience with a business. Society having access to just about anything through the internet has allowed for businesses to not only be represented by their own company but by shared experience through customers.
A shocking 90% of users rely on reading the reviews before visiting a business. As of 2016, 74% of users use positive reviews as a guide to know a company is trustworthy. With this many people watching your business as it grows traffic from reviews, it is crucial to understand how to respond to positive and negative reviews and why it is so important
As a business owner, it is crucial to tell your story. But when some customers feel that they have not received the service they deserve and leave a negative online review, it can be challenging to portray who you are as a company. That is why taking the time to respond constructively to criticism can be helpful for your business. Here are five reasons why you should be responding to online reviews:
- Responding to reviews improves your visibility to the community.
- Boost Search Engine Optimization (SEO), pushing your business to the top.
- It is insightful for customers to know that you value their feedback.
- Can redirect the narrative from a bad review to a positive one.
- Increases the chances of a potential new customer.
These are just a few reasons why it is crucial to be responding to online reviews. Most importantly, it is vital to be aware that responding only to positive reviews can be viewed as dishonest to the community. Though there can be many approaches to responding to negative online reviews, acting snarky back is something I would most certainly not suggest.
So, how can you respond to negative feedback while redirecting the comment to a positive feature of your business? It can be challenging without knowing the nature of the review. Always respond to the main pain points of the feedback. The reason being is because this is the most influential part of the review that could either influence potential customers to visit or draw them away from your business entirely.
So next time you get a new online review, positive or negative, take the time to respond. It may influence potential customers to visit. Also, Google loves to see its platform used in all aspects!