I think almost any company has experienced the “trauma” of a negative review. Sometimes you’re prepared and other times you’re caught completely off-guard and are shocked at some of the feedback.
What’s the first thing you do? Try to figure out who the customer is and what you did wrong. Once you’ve obtained that information, you begin the struggle of finding the right words to either accept responsibility or explain the circumstances while maintaining “the customer is always right” philosophy.
However one of my biggest complaints with Google Reviews is the lack of verification of services or purchases. Anyone can leave a review regardless of whether they’ve ever had any engagement with your company. From competitors to entitled friends of actual customers to employees who may not have had a good experience working with you.
When you look at the statistics supplied in this blog, you can see both the positive and negative impact of reviews. Does it seem fair or reasonable your business can be impacted this way without any substantiation?
How Important are Reviews?
How powerful is this route to market is on customer buying decisions? The answer is very. 91% of 18-34 year olds trust online reviews as much as personal recommendations, and 93% of consumers say that online reviews influenced their purchase decisions.
What is the Value of Good Reviews?
- Increased Customer Trust
- Having direct feedback from the customer, helping you improve your products or services
- Improves Rankings
What is the Cost of Negative Reviews?
- 13% of consumers will consider using a business that has a 1 or 2 star rating.
- 94% say an online review has convinced them to avoid a business.
- Four out of five consumers have changed their minds about a recommended purchase after reading negative online reviews.