Why Positive Reviews Matter More Than Ever
In today’s digital world, amongst a global pandemic, we all know the importance of online reviews for businesses. But just how important are they in 2021? Based on a consumer survey by BrightLocal[1], eight in ten consumers consult online reviews prior to visiting a local business. So, before you or your staff members have time to make a connection with a customer, they’re already two pages deep in your reviews.
This shouldn’t come as much of a surprise. Consider your own habits, you read reviews before booking a reservation at a new restaurant or even buying tickets to a new movie—why wouldn’t you read up on a business before taking time to visit them in person?
“9 out of 10 people trust online reviews as much as personal recommendations.”
So Why Do Customers Leave Online Reviews Anyways?
It allows the consumer to tell their side of the buying story. This provides social proof to other customers seeking out information. Social proof is the level of credibility the public provides to a service or product—the more people enjoy a service or product and endorse it to others the more likely sales will increase. Likewise, negative reviews can drive away business (read up on how to answer negative reviews here.)
How Can My Business Get More Reviews?
Knowing that online reviews impact the way customers think about your business, one way to ask is when the customer is in front of you! If they were happy with their experience, ask them to share it—this works even better if you have a tablet at check-out already loaded up and ready. If that’s not feasible ask your customer to pull it up on their phone and provide a quick review. Sometimes just asking inspires the customer to provide their feedback about their experience.
Pro Tip: Host An In-Store Event
To create more opportunities in requesting reviews, try hosting an in-store event. When you set the scene for a great in-store experience such as incredible savings, entertainment, VIP reveals, and more you can ask your most loyal shoppers to review the experience online!
Conclusion
Remember if you are asking for reviews it’s important to respond to reviews in a timely manner. This shows current and potential customers alike that you value their feedback and want to hear from them. When you do receive positive feedback be sure to include it on your social media pages and website and call the reviewer out by name which will help you to grow your loyal customer base.
Being able to showcase positive reviews not only drives awareness for your business but also helps to develop customer loyalty. Today, online reviews are the biggest source of social proof which has a direct impact on your sales so staying in front of them and continuously asking for them keeps the line of communication open between you and your customers.
Sources:
1. https://www.brightlocal.com/research/local-consumer-review-survey/
