There are so many businesses out there that provide the same service or product you do so what is going to make customers choose your business? One thing customers are looking at more than ever are reviews. In a world where people are glued to their phones, you can be assured they are going to Google your business before they purchase, especially if they've never done business with you prior. People like to shop around for the best company and after doing research they're going to choose the business that has the best product/service and the best customer service. A great way for them to find out which business offers these is to go based on what others have experienced.
If a customer is looking for something specific they will look at reviews to make sure your product or service matches what they need. If they're not sure about what exactly it is you're offering, reviews from previous customers may clear up their confusion.
Most importantly, online reviews reflect your customer service. Not all products people purchase or services they pay for are exactly what they expect. Sometimes a product or service disappoints a customer so they reach out to the company to see what can be done. If they get a response that is rude or non-interested it shows that the company doesn't care about their customers. If a customer receives good customer service they will be more likely to purchase from that company again.
• 90% of consumers read online reviews before they visit a company
• 88% of consumers trust online reviews as much as personal recommendations
• Customers are likely to spend 31% more on a business that has "excellent" reviews
• 72% say that positive reviews make them trust a business more
• 92% of users will use a business if it has at least a 4 star rating
• 86% of people will hesitate to use a business if it has negative reviews
There are always those customers that you can never satisfy, even with great customer service. So what do you do when you get a negative online review?
• First, you should respond to the review as soon as possible
• Be honest and admit your mistake
• Mention your business's strengths
• Correct any inaccuracies in the review
• Try to respond like a person instead of a corporation
• Offer a solution to the customer's complaint
•Make sure to thank them for taking the time to leave you a review