According to Reviewtrackers.com, a staggering 94% of consumers admitted that a bad review convinced them to avoid a business! A single bad review can negatively affect your business, but that does not mean there is nothing you can do about it. In fact, 45% of consumers stated that they were MORE likely to visit a business that responded to any negative reviews. That means that in order to combat any negative reviews on social media review sites, you must be proactive in your approach to reviews, both negative and positive. By responding to reviews, you can prevent consumers from being driven away.
Responding to reviews online should be viewed with the same importance as if the customer was complaining to you in person. Vertical Growth.com suggests when responding, “Advise the individual what you would like to do to resolve the problem or what the company will do for the future. This will allow the individual to appreciate the response and for others to view the company as more respectful and professional.”
When a consumer takes the time to leave a review, they expect to be heard, by both those considering their opinion when deciding which business to frequent as well as by the business. They do not want to be left waiting, either. In fact, 53% expect a response to a review within a week. Timeliness and appropriate action for online reviews is as important as giving each customer a good experience in person. Your response is not only about that one consumer, but about all those who read their review.
Responding to positive reviews is also a valuable tool, however. It validates to consumers that you appreciate and value their patronage and extends the good feeling that prompted them to write a review in the first place. It has been documented that once a business responds to positive reviews, the more likely it is that more customers will take the time to write their own positive reviews.
Any business that wants to succeed knows that customer service is the pillar upon which the company can grow and thrive. In today’s digital world, customer service has ballooned out from what happens in a mortar and brick building to what is occurring in the vast world of the internet. That means you must monitor and respond to what you consumers are saying online.
Mercantile Systems, Inc. (MSI) understands that adding on yet another task to your overwhelming days may just not be something you can take on right now. With the usual day-to-day survival, coupled with the COVID-19 craziness, even taking an extra hour or so a day to respond to reviews could be asking the impossible. That is why we are pleased to offer our assistance in getting your reviews up-to-date and maintained. Our trained professionals can work with you to cultivate a response plan. Take a few minutes to talk to us and find out how we can take hours of time off your plate while helping your online presence succeed and thrive!