Consumers routinely turn to online reviews as the most trusted source of information when considering a new purchase. Research reveals that the review factor that has the greatest sway over whether or not a consumer will use a business is their response rate to online reviews, with 88% stating that they would gravitate towards the brand that responds to all its online feedback.
Clearly, having an effective review management strategy is essential to enhancing and protecting your brand image.
Here, I want to take a look at why review management must be a priority, and how review management and resolution services can be used strategically to enhance and maintain your reputation, keep existing customers, and bring in new business.
The impact of negative reviews
Negative customer reviews severely hamper a brand’s image. Public criticism and complaints when left unaddressed can have a considerable impact on sales. Some still ignore the problem and take the ‘sweep it under the carpet’ approach. At best this is just delaying the inevitable, at worst it sends a signal to your market that you not only don’t have the answers, you simply don’t care.
How does investment in review management drive positive changes?
Review management services bring businesses instant access to expertise and tools that can manage and improve their online reputation.
Continuous monitoring of the latest reviews across social media and dedicated online review platforms such as PissedConsumer.com enables you to stay on top of emerging problems before they escalate. Review management tools can track and alert you of mentions of your brand across all platforms. Giving you the heads up that allows you to respond promptly and calm any situation before it develops.