Reviews and ratings are the lifeblood of a successful business on the internet. Without online reviews, you’re invisible to potential customers. And the reviews you do get are only as good as their visibility.
According to Marketing Charts, 92% of consumers say they trust online reviews as much as personal recommendations, and 64% of consumers trust online reviews as much as a business’s own advertising. And, in fact, many businesses are seeing that positive online reviews can be a major driver of revenue.
Reviews are particularly important for local businesses. In fact, 93% of customers do product research on their smartphones while at a brick-and-mortar store and 74% of those same consumers read online reviews before deciding who to purchase from.
But the problem is that most businesses are unaware that there is a problem with their negative review scores. Most business owners expect all 5-star review scores from current customers, but that is just not the case. Customers have grown accustomed to anonymously posting opinionated reviews without any repercussions. Many even take it upon themselves to spread negative opinions about your business in hopes that it will either force you to change or go out of business entirely!