When it comes to turning the your leads into customers, almost nothing is as important as your online reputation. According to BrightLocal, 97% of customers use online reviews of local businesses to help guide their buying decisions. Whether they’re choosing a restaurant, hiring a contractor, looking for professional services, or making a major purchase, people will almost universally turn to the experiences of other customers to tell them who to trust and what they can expect from your business.
That makes online reputation a key component of brand strength. Reviews can reinforce your marketing claims, or undermine them. And it’s not just your overall rating that matters. Prospects notice how recent your reviews are, what customers consistently say, and how well your business responds when someone has a problem.
3 Ways to Manage Online Reviews More Effectively
- Monitor your online reviews regularly. Keep track of major review platforms so you know what customers are saying and can spot recurring issues or opportunities. Some online reputation management platforms let you do this in a centralized dashboard.
- Respond thoughtfully. A professional response to online reviews shows that your business is listening. That’s especially important with negative reviews, where your response may influence future customers as much as the original complaint.
- Encourage feedback. Make it easy for satisfied customers to leave reviews. Text customers a review request after their purchase or appointment. Put a QR code business cards or printed leave-behinds. Add a review link to receipts, invoices and order confirmations. And train employees to make review requests a consistent part of the customer-service process.
Your reputation is being shaped online whether you actively manage it or not. Nexus offers an easy online reputation management tool. Paying attention helps ensure the picture prospects see reflects the customer experience your business is striving for.
Source
https://www.brightlocal.com/research/local-consumer-review-survey/