We've all been there. You went to the world's biggest search engine because you wanted something done. You wanted to look for a place to eat or had an emergency that you needed help with, etc. You're instantly shown a list of businesses and services, all nearby so proximity isn't an issue for you. Now you have to make a decision: restaurant A has 5 good reviews while restaurant B has 200 good reviews, which do you choose? Roofing company A has a 3 star rating and roofing company B has a 4.5 star rating, who do you trust?
This little scenario should bring to the forefront of your mind what you already know: how your reviews can be a deciding factor in whether or not people even consider your business, let alone becoming an actual customer. One poor review may not be the end of the world, but over time, poor reviews due to neglecting to take them seriously can have a pretty sizable negative impact on your business's reputation. This will almost certainly lead to:
Damaged Customer Perception:
Poor ratings can really eat away at potential customers' trust in your business, making them more likely to choose competitors with higher ratings, like I illustrated in the scenario above. Frequent negative feedback also suggests that your business relatedly fails to meet customer expectations, think of how you compare things before making a purchase of either goods or services.
Low Volume Equated Lack of Experience:
A low number of reviews can signal to potential customers that your business is not a popular choice, which may deter them from engaging with your brand; common sense. When so few customers leave reviews, it may appear that the user experience isn’t good enough to warrant positive feedback, suggesting an overall lack of satisfaction. That or you're inexperienced, which can carry a lot of weight on pricier services.
Reduced Online Visibility:
Search engines use reviews as a factor in determining visibility. Poor and insufficient reviews can lead to lower rankings, making it harder for potential customers to find your business online.
Also, without a steady influx of positive reviews, your other SEO efforts can be less effective, further reducing your online presence and the likelihood of attracting new customers.
To recap, review maintenance is important businesses, and poor review status through both low volume and negative ratings, can significantly impact customer perceptions and business visibility online. Actively encouraging satisfied customers to leave positive reviews and addressing negative feedback promptly are key for improving your review status and enhancing your business's appeal in the digital landscape.
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