Customer Reviews: People are Talking About You…Without You

What they are saying can makeor break your business

What is the impact of a negative review?

A large-scale survey* of 2500 internet usersrevealed that Negative Reviews Hurt morethan Positive Reviews Help*blumenthals.com

85% of consumers indicated that they

would be unlikely to choose a business

with negative reviews

However between 44%

and 53% indicated that

they were likely to

choose a business with

positive reviews

Although folks in the Midwest

were less likely to be impressed

with positive reviews

There was little

regional difference on

the influence of

negative reviews.

There was little

regional difference on

the influence of

negative reviews.

Negative reviews were

overwhelmingly the

kiss of death…

Negative Reviews are the Kiss of Death

All age groups were equally dissuadedfrom engaging with a business with negative reviews.

However the younger someone was, the more likely they were to be influenced by positive reviews.

Pretty conclusive huh?

Not so Fast…

Handy HintFree “Do it Yourself” Report

At the End of this Presentation

Consumers DON’T leave

great reviews just because you did your job

But if they're pissed…

Unless otherwise influenced by anexceptionally positive experience thesystem is naturally skewed towards

negative reviews

The study was essentially black and white without addressing the relationship between positive and negative reviews.

An occasional negative review is actually quite normal as long as it is overwhelmingly offset by

positive reviews.

Enough positive reviews can dilute the impact of a few negative reviews, and possibly push them farther down the page and out of site.

In fact, I can make an argument that the occasional semi-negative review actually validates the positive reviews.

Yes…you can make

lemonade out

of lemons

For example…

For example…

This type of response NEVER works and may in fact enflame the situation by perpetuating the debate.

For example…

A better example…

Which response do you think would make lemonadeout of lemons?

A better example…

Proactively ask for feedback from hand-picked customers who you suspect will say nice things about you.

Ace up your sleeve

A single review… positive or negativecan take on a life of its own

what are the

Negative reviews are the

kiss of death

negative reviews HURTmore than positive reviews help

positive reviews can help negate negative reviews

Positive reviewscan influence a consumer’s buying decision

the farther along the buying cycle they are

The moral of

the Story?

Reviews are just one aspect of comprehensive Reputation Management Program but are arguably the single biggest influence on a consumer’s decision to do business with you.

.

Want to know how you rate in the Search Engines?

• Do it yourself… just pick your 10 mostimportant keywords for your business and enter them into the form and we’ll send the report to you.

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