If you ask any online reputation management company, they will tell you that the most important part of maintaining a solid online reputation is the keep your reviews in check. The reason is that more than 70% of customers read between two and ten reviews before deciding on a product. We have been conditioned this way since they have started having review sites. The reason is that in the past, you would only have a limited pool of people that you could ask about a product. Nowadays, you have many more people that are all telling you how a person, place, or product is. In fact, that number should be a lot higher. There should not be anyone that does not read reviews prior to purchasing a product or service.
If you are the owner of a company, it is important that you have reviews about your site. Simply not having reviews will deter many people from doing business with you. So, if you do not have any reviews about your place of business, then you need to take some steps to rectify that. We are not going to cover that here. That is a different topic for another time.
We said above that more than 72% of people read a set number of reviews before doing business with a person or company. Well, 90% of people are actively looking for reviews. This begs the question, why are the 18% of people not reading the reviews if they are looking for it? Well, the truth is, they are. Sadly, some people will just read one review and make a decision based on that. Generally speaking, if they see one bad review, they will move on. This is not all customers, but about 2% of customers will respond that way. For some reason, they don’t understand that you cannot please everyone and there will always be a bad review. The other end of the spectrum is the ones we like to call the over-doers. They will try to read every single review of a company first. They don’t understand that things that happened three years ago are mostly irrelevant today. There is so much that can change in that amount of time that those reviews should be purged.
When it comes to online reviews, it is reported that over 60% of the customers trust those online reviews. That means that you need to make sure that you have the best possible reviews that you can. So, if the time ever comes that you get a negative review, you need to do your best to handle the situation and request the customer take the post down. You can’t make them, but hopefully, when you make the situation right, they will at least amend their review to reflect the true nature of the interaction.
We hope that this little discussion gives you some insight into the things that online reputation management companies have to consider when recommending a review site and why. Reviews are important to your company and you want to make sure there are plenty of things for customers to look at there. Just make sure they are the best they can possibly be.