Most local business take online views for granted. They don’t monitor them, never respond to them or respond angrily, or don’t even know that people are talking about them. However, customers these days do know they exist, do seek them out, and do change their purchasing behavior based on them.
There have been a number of recent studies based on online reviews, and the numbers are amazing. One such study identified that 3 out of 4 consumers have decided not to make a purchase based on a negative review. On the flip side, another study found that 79% of customers find it reassuring when management responds positively to a negative review.
Curating your reviews and being a part of the ongoing conversation about your business is extremely important. You have to acknowledge that people are talking about your business and that you want to be there to know what’s being said. Here’s some amazing facts about customer reviws:
