If you read a terrible online review from Rotten Tomatoes about a new movie, how inclined are you to drive down to the theater to watch the movie? Truth be told, there is a good chance that you wouldn’t even watch it at all.
Online reviews can easily tip the balance to favor a business, but they can just as easily harm a business. An article from Search Engine Land explains further:
“Research consistently shows that the vast majority of consumers — as high as 9 in 10 consumers, in one survey — say they are being influenced by both positive and negative reviews during their decision process.
Yet, despite this clear trend in consumer shopping behavior, a surprising majority of small business owners continue to ignore or delay development of an online reviews strategy. Yodle’s inaugural “Small Business and Online Reviews Survey” of 300 SMB owners nationwide in December 2013 found that many SMB owners underestimate the value of reviews and are not completing the basic tasks to remain competitive in today’s reviews-focused marketplace.
Maintaining a squeaky clean online reputation should be a priority for business owners. Fortunately, this can easily be achieved by hiring a reliable online reputation management service. In addition to hiring professional help, here are a few more tips to help you achieve a sterling online reputation:”
Do Not Lash Out
Negative reviews often draw out knee-jerk reactions from business owners, resulting in a tirade directed at the person who wrote the review. This reaction should be avoided at all costs as it makes your business look petty and unprofessional. At the same time, avoid completely ignoring the review.
When faced with a negative review, it is best to focus your energy on reaching out to the angry customer and resolving any issues he or she may have with your business. Although you might not be able to resolve the issues, other customers will see that you care about customer satisfaction.
Advertise Positive Reviews
Positive reviews tend to neutralize the effects of negative reviews, especially when they severely outweigh the negative ones. That said, do not be afraid to let potential clients know where your positive reviews are posted. Not only do potential customers get to see those positive reviews, you also save them the time and energy of searching for these reviews themselves.
It can be difficult to monitor all the review sites on the Internet, especially if you do not have a team dedicated for online reputation management. If you find yourself in such a situation, do not hesitate to contact an experienced online marketing consultant like Spear Networking.
(Source: Time For SMBs To Tackle — Or Be Tackled BY – Online Reviews; Search Engine Land; March 3, 2014)