Managing Your Online Reviews

How important is it to manage your online reviews to make sure they reflect your business properly? Consider these facts:

  • Consumers are 67% more likely to purchase a product a that has a positive review online.  
  • 88% have read reviews to determine the quality of a local business (vs. 85% in 2013).
  • 92% of users will use a local business if it has a 4-star rating.

Managing online reviews is vital to make sure the face of your business on the worldwide web is trustworthy and high-quality. For all the work you do, to find out a review is the opposite of your business goals can feel defeating.

And your business does not need to be huge or located in some far away land to be impacted by a review, reviews can make a difference in your customer’s mind, even if they live in your own neighborhood.

When a customer wants to know how good, or bad, a business is, he or she will go online and check the company’s reviews. Online reviews have become society’s most current form of “word of mouth.”

Online comments left by consumers are not only a good resource for other potential customers, they are also effective for a company’s Search Engine Optimization. This is because Search Engines thrive on reviews. Reviews show how a consumer feels about a product or service and because of this, consumers keep returning to the internet for their decision-making needs, and this is what Search Engines are all about; making sure internet users come back.

When it comes to reviews, it’s important to understand that review sites, like Google+ Local, Yelp and other review sites have guidelines. If these guidelines are not followed, your desire to positively attract Search Engines could be disrupted. Check places like Google+ Local and Yelp for guideline information to make sure you follow their rules.

The best ways to manage your reviews are as follows:

Request reviews – every business has happy customers. Approach those customers and ask them to review your company on your website. Make a goal to contact 10 customers a week. The difference will amaze you.

Answer each review with integrity – answering positive reviews lets web users know that you listen to your customers. Should you answer a negative review, always and only include your sympathy for their experience. Anything more than this can reflect poorly on your company. If you would like to offer an answer or defend yourself, do this on the phone, but never in front of a worldwide audience.   

Check for new reviews – check often for reviews to make sure anything derogatory has not shown up. Many companies wonder why their customer base has dropped a bit, until they go to the internet and find a damaging review. If a posting is in violation of review guidelines, report this to the site it was posted on.

Managing your online reviews is a process that must be part of your overall business plan. By doing so, you can make sure that your internet presence is something you, and everyone, else can be proud of.

For more information on how to maintain a positive presence on the internet, contact at 303-900-9119.

About The Author

Brittany Filori
Brittany Filori

Brittany is an accomplished COO & current CEO of 51Blocks who has written 3 digital marketing books including White Label Digital Marketing: How to Effectively Scale Your Agency for Time & Financial Freedom. Brittany is an expert on how agency owners can remove themselves from the day-to-day operations and focus on selling to scale. She helped create The Just Sell Method™ which has helped 300+ partners grow their book of clients and become more profitable with their own digital marketing agency. Brittany is passionate about leadership, operations, and agency growth.

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