Online Reviews… those few words written by strangers can give your business’s online reputation either a huge boost or it can plunge it into recovery mode where you need to spend weeks trying to rectify and gain more customers. Most businesses understand the importance of online reviews as 90% of consumers read them before visiting a website.
Online reviews are today’s word-of-mouth marketing and they are so important, they can make or break your business. This is because they are very accessible, easy to find and they are visible to consumers before they click through to your website.
Consumers are easily able to share their opinion on your product or service whether they are satisfied or dissatisfied with it. If you do not keep track of these, pay attention to what people are posting and react to them, it can be incredibly damaging. They also, however, provide huge value as they give your business credibility and influence people’s purchasing decisions. It’s like asking friends and family for a good recommendation.
How do you track your online reviews? Do you respond to them? Who writes your responses? Are you responding to all reviews or only some of them? These are very important questions that your business should consider carefully. There’s no excuse for being unaware of your online footprint, in fact if you are not aware, it’s an irresponsible strategic business decision.
Online reviews have shown to impact 67.7% of purchasing decisions and a total of 88% of people trust online reviews as much as a personal recommendation.
Managing Your Online Reviews & Reputation
Managing your online reviews and reputation is easy. You just need to incorporate the right systems, the right tool and have a management plan in place. That plan requires tracking each and every one of your online reviews and ensuring you are responding to them. You can use all of this feedback and data to understand your customers more – what they are happy and unhappy with and how you can use this information to make strategic business decisions to generate more satisfied customers. In order to do this, you need a management tool in place. This isn’t something to take lightly, it should be set up properly.
Using a customer feedback software tool like Jago gives you the ability to receive real-time customer feedback, enhance your brand’s reputation and improve your online review ratings. Nothing speaks louder than the opinion of your customers so whether their feedback is good, bad or somewhere in between, no matter what they experience, your business will be the first to know about it. With the increasing amount of websites, platforms, and directories, it is now more important than ever to monitor and manage your online reputation continually and in the right way.