The world is changing. Have you heard of Yelp, Yellow Pages, Urban Spoon, Trip Advisor, Angie’s List and many of the other online directories? There is one thing all of these have in common. These online directories spend millions of dollars in advertisement each year educating the consumer on the importance and value in researching a company’s reputation before buying a product or service.
You can easily get an instant report card for your business by simply typing your companies name into the Google search bar. In most cases all of these directories will show up in the search results along with your company’s website. This is exactly what your potential customers will see when someone refers them to your business, they pick up your business card somewhere or receive a flyer in the mail. Whether you have good reviews, bad reviews or no reviews, your potential customer is formulating an opinion about your business. And this opinion will determine if they want to take the next step and consider purchasing from you or if they ‘re going to keep looking for another company. That’s how important your online reputation is when marketing to today’s digital consumer.
There are numerous studies and surveys conducted each year to find out how consumers are using online reviews and the influence, if any, they play in the buying decision. Here are some of the most interesting and most important statistics for your local business.
A 2014 ZenDesk study surveyed 1,046 consumers and found; 90% said that positive online reviews influenced their buying decision and 86% of these respondents said that negative reviews also influenced their buying decision.
When survey respondents were asked what made their customer interaction bad, 72% were frustrated with having to explain a problem to multiple people and 67% had an unpleasant experience with the person they dealt with. The survey took the next step and found that 58% of the respondents were more likely to share their customer service experience on a review site today than they would have 5 years ago.
Of the surveyed respondents who shared a negative experience online, 45% posted their comments on social media while 35% posted on a review site. When the surveyed group was segmented, an astounding 100% of the participants who earn more than $150K or more a year said they shared their negative customer service experience with others.
The key findings in this study were very telling as they illustrated that customer service not only affects a business’s revenue but it also has a long lasting impact and customer service as the #1 factor in how the consumer trusts a business.
It all comes down to customer service and managing your business’s online reputation. It is vital to a business’s long-term sustainability. And proactive businesses are taking the next step by marketing their strong reputation to increase leads, sales and ROI. Learn how you can gain control of your online reputation and grow you business through positive reputation marketing. Call us today (877) 304-7990