Word-of-mouth marketing has changed completely for the small, local business. In the past, if someone had a bad experience, it may only reach a few their own friends. In today’s world, with the ease of online review sites, social media, and blogging, a poor customer experience can reach hundreds or even thousands of people. This revolution has caught many owners off guard plus they’re scrambling to figure out how to manage and improve their online attraction. Many are hoping that Yelp will fail and online reviews is going away, but with Yelp’s recent influx of $100 million in capital, they are going to double in size. Furthermore, AT&T will be launching a new review site, buzz.com. Customer content is exploding even more when the penetration of mobile devices makes it very easy to rave or rant in the mean time it happens. Customers are posting about their experience before they even get the check! Here’s a great example:
I don’t just how I feel about paying $3.50 for a plain crepe. Correct. ONE. PLAIN. CREPE. $3.50!?! Anyways, I’m here at the moment waiting for my two crepes, starving and kind of still thinking which paid too much for a crepe. It better be really really good. Waiting. Still waiting and there’s only two other people here. Hungry. Cooking. I’m not exactly impressed or satisfied right now. I will have just gone down the street to Osha and gotten real food. Received one plain crepe and a turkey and cheese crepe. Nothing special on them at all. Exactly waste. I’m going to cry one tear for my unsatisfied agony right this time.
(Additional information: small restaurant with about 5 tables, within a decent neighborhood a good American Apparel along side the street, has gelato, and accepts Visa and MC.)
The impact of reviews is very broad as nicely. 84% of Americans say online customer evaluations have an influence on their decision to acquire a product or center. (Opinion Research Corporation, 2009). You is unable to avoid monitoring buy facebook reviews. In addition, if you’re business only has a few reviews, even if they’re scams all positive, in order to at an extreme risk. Just one bad review (1 star) can a great immediate impact relating to your overall rating and reputation. Therefore, have to work on a provider or store wide campaign to generate reviews. There are a couple of other great main reasons why reviews can benefit you:
What many business people don’t realize that is reviews have demonstrated to actually increase profits and drive new customers. Businesses with great reviews and web-based reputations use this as a competitive advantage over others in their vicinity. Consumer research from the Kelsey Group reported, “Consumers will certainly pay at least 20% more for offline services that received an “Excellent” or 5-star rating than for comparable thing service when it received a “Good” or 4-star rating, the study found. More importantly, merchants are seeing the effect on their profit. Of the 30 percent of small business retailers who had integrated product reviews to Web sites, 43 percent said reviews had resulted much more sales, while 28 percent indicated reviews had resulted in more traffic. (Ratepoint, Nov 2009).
In addition, reviews that are positive can also help drive profits through search engine optimization and may impact your rankings on local search and general search results. For local search and mapping sites from Google, Bing, and Yahoo, the search are aggregating reviews from many sites and use both quantity and quality (overall rating) his or her ranking algorithms. That to get great reviews across all sorts of sites as great. For sites like Yelp and Citysearch, review quality and quantity are very strong influences on determining rankings. Reviews can even benefit you on general search engine rankings. The more review sites possess content about business enterprise (and links within your site), the more this provides validation and “trust” with all the search engine’s opinion.
Review management is vital for success for local businesses. The chatmeter is in order to help you manage and monitor your reviews and save your time from visiting over these sites looking for your reviews.