Review Management
Drive the Power of Online Reviews for Your Business
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“It takes 20 years to build a reputation and five minutes to ruin it.
If you think about that, you’ll do things differently.”

— Warren Buffet

Importance of Online Reviews

91%

of consumers regularly or occasionally read online reviews

84%

of people trust online reviews as much as a personal recommendation

87%

of people say that a business needs a rating of 3-5 stars before they will use them.

74%

of consumers say that positive reviews make them trust a local business more

59%

of consumers look at 2-3 review sites before they make a decision about a business

Consumer opinion now travels faster and further than ever before. Social media, search engines and countless online review sites together form the medium by which traditional “word of mouth” is broadcast globally, shared easily and never, ever forgotten.

Consumers today have access to a wide range of information and opinion from independent third parties about products, services, companies and individuals.

Source: “Poll: 93% of Respondents Check Reviews Before Dining or Shopping.” Street Fight, 2012; Available from: http://streetfightmag.com/2012/09/05/poll-93-of-respondents-check-reviews-before-dining-or-shopping/.

Almost Everyone Reads Reviews

Before dining or shopping, 93% of US consumers check online reviews at least some of the time.

Source: “Poll: 93% of Respondents Check Reviews Before Dining or Shopping.” Street Fight, 2012; Available from: http://streetfightmag.com/2012/09/05/poll-93-of-respondents-check-reviews-before-dining-or-shopping/.

Reviews Are Trusted

72% of consumers trust online reviews as much as recommendations from friends and family

MYTHS AND TRUTHS ABOUT REVIEWS

MYTH
Only unhappy customers bother to write reviews

TRUTH
Most Reviews Are Positive, But Negative Reviews Are Over-Represented

MYTH
Customers only care about the number of Stars

TRUTH
Customers Consider Star Ratings in Context

MYTH
Negative reviews can only hurt my reputation

TRUTH
All Reviews Can Help Your Reputation

MYTH
The more positive the review, the better.

TRUTH
The More Substantive the Review, the Better

Source: American Express® Global Customer Service Barometer. 2012; Available from: http://about.americanexpress.com/news/pr/2012/gcsb.aspx.

Reviews Are Influential

4 out of 5 consumers have reversed a purchase decision based on negative online reviews.

Good Reviews Are Under-Represented

Unhappy customers tell an average of 24 people about their experience; happy ones tell 15 people.

How to get more Reviews in 3 easy steps

1] Provide a way to ask and remind customers to share their experience online

2] Drive customers to an asset or destination that’s designed to convert them into reviewers

3] Guide each reviewer through selecting the best possible review site and completing a review.

Good Reviews Are Waiting to Happen

90% of typical U.S. consumers read online reviews;
6% write them

Source: “Local business reviews are the digital version of word-of-mouth advertising.” Local Viewpoints, 2013; Available from: https://local.viewpoints.com/customer-feedback-stats.

Consumers now have a powerful voice, access to critical information, and shared memory afforded by online reviews.

How much business are you losing
because you don’t have an online review strategy?
How much customer generated online content do you have?
Do you need an online review strategy?
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How does your business compare?

Use our free Review Scan to generate an instant reputation report and see how your business appears on local review sites.